Dispatcher

Position: Dispatcher-Portage Shared Ride
Department: Commercial Services - WI Contract
Location: 2835 Smith Rd, Portage, WI 53901

Position Summary:

The Operations Assistant/Lead Dispatcher will assist the Operations Manager with administrative and operational activities for the Commercial Services division; this will include recruitment, assisting with the dispatch staff, overseeing the vehicle fleet, ensuring the business remains in compliance with federal, state, and Department of Transportation (DOT) requirements regarding safety, and working closely with the Dispatch team to understand and deliver on customer expectations.


Essential Duties and Responsibilities

• Dispatch Coordination
• Work with dispatch team to review and support the assignment of trips to drivers.
• Work with dispatch to ensure sure that trips are covered every day.
• Develop a clear process on scheduling drivers and staff each week.
• Ensure that the drivers check in on time.
• Actively participate in recruiting activities such as promoting and communicating open positions to help fill the candidate funnel. Assist with interviewing when necessary.
• Work with dispatch group in taking, updating and organizing reservations in multiple software applications.
• Communicate regularly with drivers to confirm routing allow for on-time pickups.
• Coordinate with the Operations Manager to create dispatch and porter schedules.
• Occasionally generate program reports (using Microsoft Office technology or Internal Transportation applications).

Working Relationships
Lead Dispatcher Portage Shared Ride- Commercial Services reports directly to the Operations Manager - Commercial Services. This position does not have any direct management responsibility; however, will have indirect responsibility for Commercial services dispatch team. This position is required to work closely with Portage Shared Ride Driver and Dispatchers. Additionally, this position will have frequent interaction with customers.

Physical Demands
Work is frequently preformed in an office environment with occasional exposure to outdoor environments including temperature variations, precipitation, and wind. Position may require occasional exposure to odors such as exhaust. Position requires frequent verbal communication either in person or by telephone.

Mental Demands
Work entails above average mental demands. Duties involve handling multiple and changing priorities. Must be able to maintain calm composure during stressful and fast-paced situations. Some duties are highly stressful such as dealing with customer complaints and employee concerns. Some duties require close attention to detail, such as reading customer contracts. Must be able to remain professional in a high-profile environment.

• Skill and Knowledge Requirements
• Excellent verbal and written communication skills
• Excellent interpersonal skills, ability to maintain composure when dealing with difficult situations
• Detail orientated
• Proficient with Microsoft Office and/or related software
• Education Requirements
• Associate Degree in related industry or equivalent work experience, preferred

Experience Requirements

• Initiative: Demonstrates initiative to pursue work with energy in order to achieve results
• Adaptability: Easily responds to expected or unexpected changes and adjusts plans accordingly
• Customer Focused: Follows through on activities to meet or exceed customer expectations
• Problem-Solving: Uses critical thinking skills to break down problems into different parts to develop solutions.
• Safety Focus: Being aware of conditions and circumstances that affect one's own safety and the safety of others and takes appropriate action to correct unsafe conditions.
• Motivating Others: Uses Influence skills to guides other to accomplish work objectives.
• Strong Interpersonal Skills: Experienced in mediation and conflict resolution processes. An attentive listener who is understanding, empathetic, and personable to employees.
• 2-3 years in a dispatching or customer service role in the transportation industry preferred.

*This job description is a summary of the typical functions of the job and not a comprehensive list of all possible duties. Other responsibilities and duties, which are not included in this description, may be assigned to the job incumbent.

EOE