Job Summary
Supervises train functions and facilitates day-to-day train calling operations at the Centralized Crew Management Center. Works with Operations Center, Labor Relations, Labor Organizations, as well as Divisions and Field Operations partners to operate an on time network. Participates in conference calls and prepares both standard and ad hoc reports as requested for all parties. Assist in the management and execution of the Electronic Bid System as assigned. Supports Supervisors and Crew Dispatchers in the execution of their duties, including monitoring crew availability, crew delays, and calling errors. Maintain the accountability of the work force by the application of the appropriate IDPAP and office policies.

Primary Activities and Responsibilities

• Use available reports, tools, and data to develop and implement processes and procedures to improve call center functionality and timelines
• Identify issues and areas for technology enhancement and improvements to existing systems
• Participate in testing of new and existing applications used by CMC -Support Supervisors at CMC and Crew Dispatchers to insure on time calling of train crews
• Support Managers in the execution of the EBS system, including manpower, availability, job adjustments, crew assignment forms, etc.
• Communicate crew status and shortages with field and network partners
• Proactively identify consistent barriers to full optimization of automation within CMC
• Utilize call monitoring, processes and coaching to improve the customer experience with CMC
• Miscellaneous activities and responsibilities as assigned by manager

Minimum Qualifications

• Bachelor's Degree/4-year Degree
• 1 or more years of experience in Call Center Operations, Crew Management, Railroad Operations, Operations Research, Dispatching / Train Dispatching, Transportation, or Logistics

Equivalent Minimum Qualifications

• High School Diploma/GED
• 3 or more years of experience in Call Center Operations, Crew Management, Railroad Operations, Operations Research, Dispatching / Train Dispatching, Transportation, or Logistics

Preferred Qualifications

• Bachelor's Degree/4-year Degree
• 3 or more years of experience in Call Center Operations, Crew Management, Railroad Operations, Operations Research, Dispatching / Train Dispatching, Transportation, or Logistics
• 3 or more years of supervisory experience in Call Center Operations, Crew Management, Railroad Operations, Operations Research, Dispatching / Train Dispatching, Transportation, or Logistics

Knowledge and Skills

• Knowledge of Transportation Employee Calling System (TECS)
• Knowledge of Bids System and Awards such as, Electronic Bids System (EBS)
• Knowledge of Mainframe systems to include Train / Job Profile Inquire (TMPI), Train Operations Train Inquiry (TOTI) and Phone Systems
• Microsoft Office Skills (Word, PowerPoint, Excel, and Outlook)

Leadership
The CSX Leadership Model is the foundation of our Talent Strategy and is what drives CSX performance. CSX accordingly selects and develops talent based on each of the following: producing results, creating change, and inspiring excellence.

Job Requirements

• Different shifts as assigned in a 24 hour/7 days a week operation (incl working weekends)