Provide targeted and effective performance counseling, coaching, training and education to PSTA’s bargaining employees geared toward practicing excellent customer service at all times, maintaining safe-driving habits, and executing top-notch solid decision making while on the job.
Coordinate follow-up instruction for bargaining employees stemming from events and incidences such as complaints, accidents, on-board disturbances, passenger disputes, internal skirmishes, and other extenuating circumstances which may affect an employee’s performance or behavior while on duty.
Assist in the follow-up and proper documentation or performance data entry of bargaining employees stemming from various incidents, disputes and other events.
Ensure that bargaining employees understand all PSTA rules, regulations and policies as they relate to the job during coachings, counselings or other follow-up sessions intended for corrective performance measures.
Assist bargaining employees with conflict de-escalation skills, and exercising techniques to diffuse tense situations during the workday or while on duty.
Work to help bargaining employees who may be trending in a negative path of performance by mentoring, advising, training, coaching, and counseling these employees on how to deliver the best, most consistent customer service and overall performance possible.
(Mentions of the term “bargaining employees” are meant to represent applicable employees who are bus operators, customer service representatives, maintenance personnel and supervisors.)
Assist in overseeing bargaining employees for follow-up and/or counseling after a valid complaint, incident, violation, or chargeable group offense.
Recommend and develop performance standards and follow-up requirements for bargaining employees trending toward negative paths of performance.
Provide personal and proactive coaching and feedback to bargaining employees in mostly one-on-one sessions, as well as possibly facilitating group settings.
Track progress of bargaining employees following a coaching session, and recommends additional sessions or other criteria for follow-up as necessary including performance action plans.
Provide follow-up counseling and guidance to poor-performing or struggling new trainees and/or counseling for new trainees regarding frustration or on-the-job struggles during onboarding.
Provide compliance training as needed to both new and senior operators and customer service representatives.
May provide assistance in classroom training sessions for new and senior operators either during new operator training or refresher training for senior operators.
Design and create training programs to address/counter current issues or trending incidences.
Interact as necessary with other departments such as Scheduling, Risk, Planning, Marketing and Human Resources.
May be required to conduct investigatory observations outside of PSTA’s premises, either on the bus, at terminals, or locations as deemed necessary.
May be required to design, develop, or create a monthly performance report to illustrate trends, statistics and/or other measures of performance as deemed necessary.
May be required to participate and help fulfill PSTA’s scorecard performance management system.
May be required to attend and participate in meetings with the Transit Union’s executive members or stewards in efforts to gauge current concerns, facilitate ideas into action, or broker conflict resolution events.
May recommend next course(s) of action for bargaining employees following a coaching session to the appropriate manager as necessary or upon request.
Perform other duties and/or responsibilities as directed by the Chief Operating Officer.
Education: High school diploma or equivalent required. Bachelor’s degree preferred. Suitable experience may be considered as a substitute for the education requirement.
Experience: At least 10 years of transit operations experience, including a minimum of 7 years of supervisory experience, preferably at a transit agency (or agencies) and/or agency with comparable operations as PSTA. Require at least five years’ experience with accident investigation. Prefer training design and delivery experience.
KNOWLEDGE, SKILLS AND ABILITIES
Knowledge of: Smith System defensive driving principles, National Safety Council preventable accident programs and utilizing resources provided by NTI, TSA, TSI, TCRP, APTA and other public transit educational institutes and resource centers.
Skilled in: Proficiency in Microsoft Office applications, especially Outlook, Word, PowerPoint, and Excel. Excellent oral and written communication skills. Strong organizational skills; detailed-oriented. Strong action-item planning and execution skills. Strong Analytical skills. Exceptional motivational and interpersonal skills. Ability to design and conduct train-the-trainer skill and course evaluation sessions for customer service workshops and other related training needs. Must be proficient at organizing and presenting data in a visual format. Must have strong verbal and written communications skills.
Abilities: Dependability regarding completion of assignments and attendance. Ability to teach, instruct, influence, and convey a directed curriculum. Ability to design, create and develop curriculum to fit changing environment. Ability to demonstrate and convey excellent decision making skills. Ability to effectively prioritize and execute tasks in a high-pressure environment is crucial. Able to work efficiently in both a team atmosphere, as well as independently. Demonstrates proven leadership experience and track record. Ability to develop and motivate a team. Ability to communicate effectively to a variety of audiences. Ability to provide and support a vision and direction.
PSTA is a Drug Free/Smoke Free Workplace. PSTA is an Equal Opportunity Employer - M/F/D/V