Interview Studio

Requirements found

Scheduling Compliance Customer Service

What this posting asks for

Level: Manager — The title says "Manager".

Main responsibilities

• Manage the on-site daily operations of Via’s service on behalf of our partner
• Manage and mentor the on-site team of dispatchers and shift managers
• develop relationships with driver partners, customers, community leaders, and local organizations
• Develop clear metrics for the team and visibility into results against KPIs and priorities to the on a weekly basis
• Prepare reports and analyze data to improve operational processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Ensure compliance with all relevant federal, state, local and company policies, procedures and regulations on service operations
• Lead, coach and develop an engaged team of drivers, fostering a collaborative, cohesive, and energetic environment.

Competencies an interviewer will look for

• Customer focus Core
  In the posting: “develop relationships with driver partners, customers, community leaders, and local organizations” · “Prepare reports and analyze data to improve operational processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.” · “You desire to foster a culture deeply committed to providing a world class customer service experience”
  Show it by: Puts the customer's need in their own words; Shows a result for the customer, not only for the company.
• Planning and organisation Core
  In the posting: “As General Manager , you will manage a first-of-its-kind, intermodal transit service while gaining exposure to a fast-paced tech company.” · “Prioritize operational issues as a real-time point of contact for drivers and dispatchers and provide creative solutions for scheduling of a round-the-clock …” · “develop relationships with driver partners, customers, community leaders, and local organizations”
  Show it by: Shows how priorities were set when everything was urgent; Mentions deadlines met and how.
• Ownership and accountability Core
  In the posting: “You are an independent self-starter, you thrive in fast-paced environments and feel comfortable with a very high level of responsibility” · “You are a detail-oriented executor: you’re obsessively action-oriented, and thrive while operating autonomously”
  Show it by: Takes a task from start to finish without being chased; Owns a mistake and what was changed after it.
• Leadership and mentoring Core
  In the posting: “Manage and mentor the on-site team of dispatchers and shift managers” · “Lead, coach and develop an engaged team of drivers, fostering a collaborative, cohesive, and energetic environment.”
  Show it by: Describes setting direction or a standard others followed; Names someone they coached and what changed for them.
• Data and analysis Core
  In the posting: “Develop clear metrics for the team and visibility into results against KPIs and priorities to the on a weekly basis” · “Prepare reports and analyze data to improve operational processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.”
  Show it by: Uses a number to describe the situation or the result; Explains what the data showed and what was done with it.
• Attention to detail and quality Core
  In the posting: “Ensure compliance with all relevant federal, state, local and company policies, procedures and regulations on service operations” · “You are a detail-oriented executor: you’re obsessively action-oriented, and thrive while operating autonomously”
  Show it by: Gives an example of an error caught before it caused harm; Names the check or standard they used.
• Stakeholder management Core
  In the posting: “develop relationships with driver partners, customers, community leaders, and local organizations” · “Liaise closely with Via senior management and Via’s external partners”
  Show it by: Shows how they aligned people with different goals; Explains how they handled a 'no' from someone senior.
• Communication Supporting
  In the posting: “You are a savvy and tactful communicator: you intuitively find the right tone in every situation”
  Show it by: Adapts the message to the listener; Gives an example of explaining something clearly in writing or speech.
• Teamwork and collaboration Supporting
  In the posting: “Lead, coach and develop an engaged team of drivers, fostering a collaborative, cohesive, and energetic environment.”
  Show it by: Says what they did inside a team, not only what 'we' did; Shows how a disagreement was handled.
• Adaptability and learning Supporting
  In the posting: “You are flexible and adaptable: you love the challenge of adapting to change rapidly and making things work on the fly”
  Show it by: Describes learning something new quickly and using it; Shows a change of plan and how they adjusted.

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