Job Duties and Responsibilities:
CORE RESPONSIBILITIES
Operations Communication
- Serve as the primary point of contact for operations staff regarding Thruway bus service
- Field inbound calls and messages from concerning schedule changes, train delays, passenger connections, and service disruptions
- Provide Amtrak with real-time ETAs, bus locations, and status updates as requested
- Communicate service issues (breakdowns, delays, driver problems) to promptly and professionally
- Relay instructions and schedule adjustments to drivers in the field
Live Fleet Monitoring (Samsara)
- Monitor all active Thruway buses in real time using the Samsara fleet tracking platform
- Track bus positions against the published route schedule to identify potential delays or deviations
- Proactively flag buses running behind schedule and coordinate corrective action
- Monitor Samsara alerts for speeding, harsh driving events, and other safety notifications
Driver Communication & Support
- Read and interpret the Thruway bus route schedule to understand daily service requirements
- Make outbound calls to drivers to relay trip assignments, schedule updates, and directives
- Serve as the first point of contact for drivers experiencing issues on the road (mechanical problems, passenger incidents, route questions, weather/road conditions)
- Confirm driver check-ins, departure times, and arrival times throughout each shift
- Communicate clearly and calmly with drivers during high-pressure or emergency situations
Issue Triage & Escalation
- Assess and prioritize operational issues in real time, determining severity and appropriate response
- Coordinate with the maintenance team / mechanics when a bus experiences mechanical problems – relay symptoms, location, and urgency
- Arrange backup vehicle or driver coverage when breakdowns, no-shows, or emergencies occur
- Escalate critical situations (accidents, safety incidents, major service failures) to management immediately with a clear summary of the situation
- Document all incidents, triage decisions, and resolutions in the dispatch log
Record-Keeping & Reporting
- Maintain accurate daily dispatch logs including trip times, driver status, incidents, and Amtrak communications
- Document all mechanical issues reported and actions taken, including mechanic dispatch details
- Prepare shift-end summary reports for management review
- Track and flag driver hours-of-service to support FMCSA compliance
QUALIFICATIONS & REQUIREMENTS
Required
- Excellent English communication skills (written and verbal) – must be able to handle live phone calls with Amtrak staff, drivers, and mechanics clearly and professionally
- Experience in dispatching, call center operations, logistics coordination, or transportation operations preferred
- Strong ability to read and interpret route schedules and timetables
- Calm, decisive problem-solver who can triage multiple issues simultaneously under time pressure
- Comfortable making frequent outbound phone calls and managing high call volumes
- Proficiency with GPS/fleet tracking platforms (Samsara experience a plus)
- Reliable high-speed internet connection, quiet home office environment, and quality headset for phone calls
- Available to work 8:00 AM to 11:00 PM Philippines Time (PHT), with shift schedule to be determined
Preferred
- Experience in the U.S. motorcoach, charter bus, or passenger transportation industry
- Familiarity with public transit contract services
- Knowledge of FMCSA regulations and hours-of-service rules
- Prior experience working remotely for a U.S.-based company
- Background in customer service, operations centers, or client-facing communication roles