About this role
Keolis is hiring an Office Manager in Rock Island, Illinois
Knowledge and Experience:
• At least 3 years of experience as Office Manager or equivalent in transit or logistics
• Paratransit ADA experience required
• Must have extensive knowledge of FTA and ADA guidelines
• Prior dispatching/reservation experience required
• High School Diploma or equivalent.
• BS/BA business administration a plus
• Ability to work without direct supervision.
• Ability to read, write and speak English.
• Ability to work flexible schedules that may include nights, weekends, and holidays.
• Computer literate.
• 3 years' experience in HR and payroll administration.
• Experience analyzing data and reporting
• Intermediate knowledge and experience of Microsoft Office Suite
Skills:
• High level of attention to detail.
• Effective communication skills, both written and oral.
• Excellent Customer Service skills
• Strong organizational planning skills.
• Strong practical skills.
• Strong analysis and problem-solving skills.
• Basic math skills.
Key Accountabilities:
Operations:
• Review current and past performance of the service using a variety of reports, surveys, and analytical tools such as root-cause analysis, data-driven solutions, and employee feedback, to continue to improve service delivery, customer service, and accountability.
• Work with GM and performance monitoring team to achieve constant improvement through creative initiatives for workforce engagement and high morale.
• Ensure on-time pullouts by monitoring operators' arrival time and assigning extraboard operators as needed.
• Monitor operator check-in and perform fit for duty check by checking appearance and credentials.
• Manage absenteeism in the group and take action to address unplanned absences.
• Attend meetings with operators to assist with solving service and/or vehicle problems.
• Perform dispatch/reservation duties as needed to ensure full coverage.
Administrative:
• Responsible for maintaining and furnishing all documents related to the Contract, including but not limited to, on-time performance, Contract/penalty compliance, customer complaints and resolutions, staffing reports, etc.
• Weekly/Monthly accurate updating of data to be displayed in the VIZ room to include but not limited to all measurables KPIs
• Manage requests from the client for various weekly and monthly reports and audits
• Manage office inventory and working with vendors to ensure regular supply of office materials
• Responsible for producing monthly billing and required reporting per the client contract
• Maintains integrity in dealing with internal and external customers
• Respond to questions and communicate effectively, both verbally and in writing, with passengers, the public and the client.
• Any other duties assigned
Customer Service:
• Work to resolve immediate and long-term customer-service related concerns, leveraging data and root cause analysis aimed at achieving continuous improvement.
• Record all incidents, customer comments, compliments, no show, etc.
• Conduct customer service activities: processes, reviews, and recommend actions.
• Perform general investigation and respond to customer comments, compliments, and complaints.
• Ensure that Client's compliments and complaint standards are met and achieved.
• Ensure that all customer feedback is reviewed and responded to in accordance with agreed standards.
Finance/Payroll:
• Liaison with the corporate office for payroll and related records
• Implement controls and audits to maintain payroll accuracy and integrity.
• Partner with Finance to ensure proper accounting, reporting, and reconciliation of labor expenses.
HR Administration
• Oversee all HR functions including talent acquisition, employee relations, labor relations, and compliance.
• Assist administration of company leave of absence policies.
• Liaison between corporate human resources and leaves department for employee related matters.
• Assist with internal communications tools to enable process improvement related to increasing engagement and building an inclusive, supportive workplace
• Assist with events and projects associated with organizational culture development
• Coordinate employee appreciation activities
• Maintains employee confidence by keeping information confidential
Safety
• Ensure that the Road Traffic Safety Management System (RTSMS) conforms to the requirements
• Ensure that the RTSMS processes are delivering their intended outputs
• Report to management on the performance of the RTSMS and on opportunities for improvement and on the need for change or innovation
• Ensure the promotion of customer focus throughout the organization
• Ensure the integrity of the RTSMS is maintained, when any changes to RTSMS are planned and implemented
Physical Demands and Work Environment:
The physical demands and work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of the job. Reasonable accommodation may be requested to enable individuals with disabilities to perform the essential functions.
All roles may entail, to varying extents, the following physical demands:
• Long periods (potentially exceeding 8 hours per day) of walking, standing, sitting, bending, pushing, pulling, climbing, lifting, balancing, stooping, twisting, squatting, handling materials, repetitive hand-wrist motions, and traversing uneven surfaces;
• Exposure to both extreme heat and cold;
• Exposure to loud noises, fumes, and airborne particles;
In addition to the above demands inherent in every role, the following roles may entail unique physical demands, including:
• Operators/Drivers may work inside or outside vehicles and may operate vehicles for over 8 hours per day.
• Operations Supervisors and Managers may split their work between an office setting looking at a computer screen/electronic device and active transit field locations driving in a vehicle.
• Maintenance Employees may be exposed to toxic or caustic chemicals in a ventilated maintenance shop and may work with personal computers, laptops, electronic hand-held devices, complex electrical schematics, diagnostic software and testing devices, and other heavy machinery.
• Office Staff may work indoors in air-conditioned or well-ventilated facilities, including offices and cubicle spaces equipped with a telephone and computer and may entail typing or looking at a computer screen.
Additional Statements:
• Drug screening: Pursuant to Department of Transportation regulations, employment for safety-sensitive positions will be contingent upon passing a pre-employment drug screen and a physical examination. Keolis maintains a drug-free workplace. Employment will also be contingent upon completion of a background check consistent with applicable federal, state, and/or local laws.
• Safety commitment: Safety is a way of life at Keolis. By placing safety first, we ensure the wellbeing of our employees, customers, and communities. Together we can become the safest transportation company in the world.
• Environmental commitment: Keolis is committed to protecting the environment by minimizing the impact of our operations on the communities where we operate.
• EEO statement: Our policy is to afford Equal Employment Opportunity to qualified individuals regardless of their race, color, sex, religion, age, creed, marital status, national origin, ancestry, physical or mental disability, sexual orientation, pregnancy status, genetic information, veteran status, gender identification, or any other status protected by applicable law. If you require a reasonable accommodation to participate in the application or interview process, please contact [email protected]. Keolis complies with federal and state disability laws and provides reasonable accommodation to qualified applicants.
• Work authorization: “Applicants must be authorized to work in the United States. Keolis does not sponsor visas for this position”
• Disclaimer and closing statement: The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job. Keolis is committed to offering our employees competitive compensation and benefits, opportunities for development and growth throughout an exciting and rewarding career, and the safest work environment possible.