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Operations Center Supervisor

Company: Brightline
Location: Miami
Posted on: June 12, 2021

Job Description:

Operations Center Supervisor

We are here to challenge the transportation status quo and reimagine what it means to travel by train in America.

Combine your experience, innovation, and entrepreneurial spirit by joining our growing team in South Florida. Brightline is pleased to offer a competitive compensation and benefits package, and the opportunity to make a difference while making history as the only privately funded express train service in the country.

At Brightline, we believe in creating meaningful connections through exceptional travel experiences. We operate at the intersection of hospitality and transportation and we are on a mission to encourage America to Go Car Free. Carefree. Brightline owns and operates an express passenger rail system connecting major population centers in Florida, with plans to expand operations further in Florida, Los Angeles, Las Vegas and elsewhere in North America. We are the first new major private passenger intercity railroad in the United States in over a century, and we believe our business represents a scalable model for twenty-first century passenger travel in North America.

Brightline currently operates between Miami and West Palm Beach, one of the most heavily traveled and congested regions in the U.S. We are about halfway finished with construction of our Florida passenger rail system's expansion to Orlando, Florida, and we intend to further expand our rail service to Tampa, Florida with an intermediary stop at Walt Disney World Resort. We can operate up to 32 trains daily that are capable of speeds of up to 125 miles per hour, and we own stations located in the heart of downtown cities and major transit hubs in Florida. Our passenger rail system offers a travel option that is faster, safer, more eco-friendly, more reliable, less expensive, more productive, and more enjoyable than travel by car or air.

Brightline provides a unique and enriching opportunity to be a part of a new transportation alternative that is keenly focused on hospitality and guest service.

We're looking for an Operations Center Supervisor who's as passionate about both operations performance and hospitality as we are. This role provide teammate supervision in the Operations Center, the 24-hour a day, 7-day a week home of the team responsible for coordinating many aspects of the operation and the team responsible for delivering world-class guest support.

The Operations Center stands at the core of Brightline operations, communicating service changes with train dispatchers, station teammates, and others within the organization, updating passenger information systems, alerting operations leaders to escalated circumstances, and bridging departmental divides to keep the operation running smoothly. The Operations Center also handles guest communications and support via digital channels and telephone, reaccommodating guests when needed, accessing travel records in the reservation system, and issuing vouchers, credits and refunds when appropriate. The Operations Center Supervisor, working with the direction of the Operations Center Manager, is responsible for developing standard operating procedures, building shift schedules, supporting training activities, and providing coaching. The Operations Center Supervisor fills in where needed to ensure appropriate coverage of critical operations functions.

We're looking for a team-centered, enthusiastic and dependable emerging leader whose operational drive will take us to the next level!

Essential Functions:

  • Supervise a team of Control Center Operators and Guest Response Agents as they support the company's operations
  • Manage operations during disruptive circumstances including delays and incidents involving people, facilities and trains, prioritizing guest and teammate safety while efficiently restoring service
  • Ensure that Control Center Operators properly execute their duties according to standard operating procedures, and that discretion is used when appropriate in the interest of safety, guest comfort, and company priorities
  • Ensure that Guest Response Agents follow Brightline standards as they represent the company through e-mail, chat, and telephone calls by developing standard operating procedures, providing hands-on training, and performing routine quality oversight
  • Support teammate training that leads to a solutions-focused approach to handling guest grievances
  • Support response center agents on escalated or particularly complex guest grievances
  • Administer response center agents' software and service standards training
  • Handle ticket and reservation inquiries; demonstrate working knowledge of the booking and travel policy, fare structure, seating layout and special service requests.
  • Support record and data collection of common questions, comments, and grievances and develop key performance indicators to reduce their occurrences
  • Report any escalated issues in a timely manner to appropriate managers.
  • Assist response center agents answering telephone calls according to ADA compliance guidelines.
  • Manage incident cases within our guest relation management database. Ensure swift follow up from teammates and departments.
  • Process ticket sales, credits, refunds, or upgrades in our back-end reservations system.
  • Anticipate guest needs and share information about each station and the surrounding areas, adapting your communication style to suit a diverse population.
  • Participate actively in the security and safety of the station, keeping an eye out for any suspicious situations that come across chats or emails and immediately report them to the Chief of Safety & Security.
  • Assist with incident management by performing functions to support company operations, including delaying or rescheduling trains, generating proactive and timely communications for internal stakeholders, transferring displaced guests from one train to another, processing delay/cancellation credits, assisting with recovery during and post-incident.
  • Contribute to recurring reports to track and communicate performance against key operational metrics.

We are a new business model - agile and evolving. The job description isn't meant to be a complete list of your qualifications or all the things you'll do.

Qualifications

  • You have at least two years operations experience in a high-traffic hospitality or transportation field.
  • Operations experience in rail or aviation is not required but is a PLUS.
  • You are willing to be available 24 hours per day, 7 days per week as needed to support the operation (and to ensure coverage during periods of unavailability).
  • You are calm under pressure and can help others maintain focus and purpose during stressful circumstances.
  • You have experience teaching standard operating procedures.
  • You are proficient in computer skills including Microsoft Excel and Powerpoint; able to type approximately 65wpm.
  • You are organized and able to handle multiple tasks; prioritizing what is most important first.
  • You are able to coach and counsel teammates on grammar when writing emails or chatting with guests over the computer.
  • You don't need to be a whiz, but you have intermediate math skills
  • You have and can show legal permission to work in the United States.
  • You are able to work shifts, including weekends and holidays.
  • You speak, read, and write English at a High School level.
  • The ability to speak multiple languages is not required, but a PLUS.

NOTE: JOB DESCRIPTION IS SUBJECT TO CHANGE BASED ON BUSINESS NECESSITY. Brightline Management, LLC is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, Brightline Management, LLC will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

Keywords: Brightline, Miami , Operations Center Supervisor, Other , Miami, Florida

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