First Alt Services Supervisor

Supervisor is responsible for supporting the Manager in the oversight of daily operations, employee development, workforce planning, and service delivery. This role provides leadership and guidance to Senior Representatives and frontline team members, ensuring operational excellence, customer satisfaction, and adherence to company standards. The Assistant Manager serves as a key resource for escalations, staffing coordination, training initiatives, and process improvements while helping to drive team performance and achieve departmental objectives.

Major responsibilities

• Reports to a designated manager.
• Provide direct oversight and support to Senior Representatives and frontline team members.
• Serve as a coach, mentor, and escalation resource for Representatives and Seniors.
• Conduct performance coaching, corrective action discussions, and disciplinary processes, including documentation and follow-up, to promote accountability, professional development, and adherence to company standards.
• Ensure consistent communication, accountability, and alignment with operational priorities.
• Assist with performance discussions, development plans, and employee engagement activities.
• Oversee daily operations and service delivery within assigned regions.
• Monitor dashboards, service levels, and escalation-urgent trip matters.
• Assist with interviewing, hiring, onboarding, and training new employees.
• Coordinate schedules, workload distribution, and staffing coverage.
• Approve or assist with time-off requests and ensure adequate operational coverage.
• Support workforce planning for peak periods, special events, weather events, and service disruptions.
• Will onboard, facilitate training, coaching, and ongoing development of other representatives with training programs on operational procedures, customer service, and best practices, while identifying knowledge gaps and implementing targeted learning initiatives to improve performance and effectiveness.
• Identify knowledge gaps and implement targeted coaching programs.
• Assist with major incidents, accidents, urgent customer complaints, and high-priority service issues.
• Collaborate with LM’s, AGMs, Services Managers and Coordination leaders to resolve complex situations.
• Support strategic initiatives, process improvements, and district-level projects.
• Identify operational inefficiencies and recommend improvements.
• Monitor and update KPI reporting to ensure operational goals, service levels, productivity targets, and quality standards are consistently achieved.
• Expected to maintain a high level of availability and responsiveness to support operational needs around the clock, including after-hours, weekends, Holidays and emergency situations as required.

Language Requirement
This role requires English proficiency. Federal, state, and local requirements, including U.S. Department of Transportation (DOT) regulations, require training, safety communications, company policies, employment documents, and other job-related communications be conducted in English.

First for a reason:

At First Student, we are a family of 60,000+ employees who take pride in safely transporting more than 5 million students and passengers to and from their destinations each day! Our family of brands include Transco, Total Transportation, Maggies Paratransit, and GVC II. Our employees are at the forefront of safety and innovation; they create and implement the most advanced training and technology the transportation industry has to offer.

In the state of Washington, all technician and driving positions, including but not limited to van drivers and any other position requiring employees to drive a company-owned vehicle, are considered safety-sensitive and are therefore subject to drug and alcohol testing, including cannabis.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. First is also committed to providing a drug-free workplace. First will consider for employment qualified applicants with criminal histories consistent with the requirements of the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Ordinance, and any other fair chance law. Philadelphia’s Fair Criminal Record Screening Standards Ordinance Poster is at this link or upon request https://www.phila.gov/media/20210423160847/Fair-Chance-Hiring-law-poster.pdf.