Job Abstract

National Express companies share a strong commitment to provide the highest level of transportation safety, quality transportation, outstanding customer service and positive employee relations. Our corporate headquarters, located in Lisle, Illinois, houses the administrative and corporate support functions for the organization. Our 250 local customer service centers (CSCs) are supported by regional operations teams located throughout North America. Learn more at nellc.com.

Responsibilities:

• Supervises day-to-day activities of drivers and monitors to ensure compliance with operational requirements for safe bus operations including compliance with corporate safety training processes and practices.
• Provides support, advice and guidance to drivers and monitors in responding to a variety of issues (e.g. customer complaints, bus and/or worker safety, time-off requests), assesses situations and determines appropriate course of action (e.g. additional training, counseling), to prevent further occurrences in the future.
• Work collaboratively with Driver Recruitment in the hiring process for drivers by providing information to attract qualified candidates, arranging interview facilities, and interviewing.
• Ensures a positive work environment for drivers and monitors by providing coaching, mentoring and non-safety related training to promote high employee motivation and morale and commitment to company values and excellence in customer service.
• Collect and audit employees' time sheets.
• Monitor on-time performance.
• Prepare and submit required reports in a timely manner.
• Supervise compliance with Company policies and/or processes by action and speech. Discuss any breech of policy and procedure noted with General Manager.
• Evaluate the performance of all direct-report personnel on a regular basis according to company policy.
• Administer appropriate employee discipline as necessary.
• Other duties as assigned

• High School diploma or equivalent. Some college preferred.
• 5 years’ work experience required, with 3 years in ground transportation industry preferred; this can be waived with a minimum of 1-year supervisory experience. College education can be substituted for up to 2 years required work experience.
• Knowledge of service promise, services, capabilities, policies, procedures and practices to effectively manage drivers/monitors in various locations.
• Proven supervisory expertise and knowledge of related methods, practices and techniques.
• Computer literacy, preferably in word processing and spreadsheets, excellent interpersonal skills, well developed written and verbal communication skills.
• Relationship building skills to provide support and advice to maintain effective working relationships and work collaboratively to develop strategies/solutions to satisfactorily resolve issues.
• Oral and written communication skills to effectively communicate, coach and mentor.
• Well-developed multi-tasking and time and priority management skills to balance conflicting demands related to customer care and routing.

We offer medical, dental, vision, basic life insurance coverage, holiday pay, and PTO accrual. Additionally, employees are able to enroll in a retirement savings plan. The pay rate range, along with most all of the other terms and conditions of employment, vary between different sites, geographical markets, customer/ contractual terms and positions.

At National Express our goal is to be a diverse workforce that is representative of the communities we serve. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law.