DISPATCH SUPERVISOR

Supervisor, Dispatch Department

To supervise operations in the Dispatch department which facilitates the maximization of resources (human and automated) to achieve customer satisfaction, productivity, schedule adherence and economic goals. Plan and develop strategies and procedures to improve the operating quality and efficiency of the department.

Essential Functions

• Performs all necessary supervisory functions within the Dispatch department to manage the personnel effectively and efficiently.

• Thorough knowledge of the various state contracts especially as it pertains to trip dispatching, routing, call handling, and rates related to trip disbursement.

• Communicates areas of accountability and performance expected of personnel. Conducts employee performance reviews and ensures staff performance targets are met on a daily, weekly, and monthly basis. Reviews ongoing performance results to targets. Takes immediate corrective measures and escalates as needed.

• Approves, implements, and manages staffing schedules provided by WFM. At times may need to tweak scheduling temporarily to maximize performance.

• Provides regular monitoring and review of all work types (calls, work requests, tickets, etc.) to ensure that contractual and organizational quality standards are met. Responsible for meeting departmental productivity and quality goals.

• Holds regular staff meetings to communicate business objectives.

• Executes contingency plans as needed; escalates and directs activities during systems failures, outages, disasters, etc. Identifies potential problems, troubleshoots, and escalates issues to local and network management; participates in post-mortem analysis of system/program malfunctions providing input for future process improvements.

• Identifies additional training needs, plan training sessions, and track performance improvement.

• Maintains a favorable working relationship with all other company employees to foster and promote a cooperative and harmonious working climate which will be conducive to maximum employee morale, productivity, and efficiency/effectiveness.

• Always projects a favorable image of the company to promote its goals and objectives.

• Evaluates departmental processes. Recommends and coordinates needed changes based on process analysis.

• Conducts interviews, hires new staff, performing terminations where necessary, and provides employee orientation.

• Coaches and provides career development advice to staff.

• Serves on committees and teams as a department representative and occasionally performs other duties as assigned.

• Complete HR paperwork as needed.

Qualifications Required

• Prior Call Center leadership experience

• Knowledge of call center systems (Telephony, Call Routing, Ticket/Case Management, Workforce Management, etc.)

• Basic reading, writing, and arithmetic skills required.

• Excellent interpersonal, communication, and leadership skills

• Knowledge of creative educational and training techniques

• Mastery of basic computer navigation

• Ability to assess individual and departmental needs and execute effective strategies to address those needs.

• Strong organizational skills, including time management and documentation.

Minimum Qualifications

• Associate Degree +2 or more years of Transportation/Dispatch management experience in a Call Center environment

• Experience with GPS tracking systems

• Proficiency with the Microsoft Office products suite