Lead Dispatcher

Lead Dispatcher, Zūm Services, Inc. Salary: $87,000 - $90,000 a year Overview Zūm is revolutionizing mass mobility with its Connected Mobility Experience (Zūm CMX ™) system that connects and coordinates people, vehicles, and operations in real time. In the $50 billion student mobility market – the largest segment of the mass mobility industry – Zūm CMX is transforming a daily source of anxiety and disruption into a reliable, transparent, and efficient mobility experience for students and families. More than 4,500 schools rely on Zūm CMX. Zūm has been recognized globally and is backed by leading investors. Responsibilities Operational Leadership Lead daily dispatch operations and ensure complete service coverage across all routes and transportation assignments. Serve as the primary escalation point for operational and dispatch-related issues. Provide leadership, coaching, training, and support to dispatch personnel. Assist management in developing and implementing dispatch procedures, operational standards, and best practices. Support strategic transportation initiatives and operational improvement projects. Monitor and evaluate dispatcher performance, productivity, and service quality. Route Planning, Scheduling & Service Optimization Build, maintain, and update route structures for school-year startup, route modifications, and service changes. Coordinate daily bus assignments, driver schedules, route adjustments, and vehicle utilization. Optimize route efficiency through effective stop placement, reduced deadhead miles, and improved resource allocation. Monitor route performance and recommend operational improvements to enhance service delivery. Maintain accurate records of transportation schedules, route logs, and vehicle assignments. Ensure timely communication of route changes, delays, and service disruptions. Driver Accountability & Performance Management Monitor driver attendance, punctuality, professionalism, and adherence to company policies and procedures. Track and address late departures, call-offs, no-shows, route deviations, and performance concerns. Promote a culture of accountability, safety, and customer service excellence among transportation staff. Communication & Stakeholder Coordination Serve as the primary communication link between drivers, schools, parents, transportation management, and other stakeholders. Respond promptly to transportation inquiries, operational concerns, incidents, and service disruptions. Communicate operational updates professionally and efficiently to all affected parties. Support customer service initiatives through timely issue resolution and proactive communication. Safety & Regulatory Compliance Promote and enforce transportation safety policies, procedures, and student safety standards. Monitor compliance with federal, state, and local transportation regulations. Coordinate emergency response activities and service recovery efforts during operational disruptions. Ensure accurate documentation and reporting of accidents, incidents, delays, student concerns, and operational interruptions. Support ongoing safety initiatives and risk mitigation efforts. KPI Management, Technology & Reporting Utilize transportation management systems, routing software, GPS tracking platforms, and dispatch tools to monitor operations. Track, analyze, and report key performance indicators (KPIs), including: On-Time Performance (OTP) Route Coverage Percentage Late Route Percentage Driver Attendance Trends Vehicle Breakdown Frequency Service Reliability Metrics Generate operational reports and analyze trends to identify opportunities for improvement. Maintain accurate dispatch records, transportation databases, and performance documentation. Provide management with actionable recommendations to improve efficiency, service quality, and operational performance. Required Qualifications High school diploma or equivalent required; Associate’s or Bachelor’s degree preferred. Minimum of 3–5 years of transportation dispatch experience, preferably within school transportation, passenger transportation, or fleet operations. Previous leadership, supervisory, or team lead experience preferred. Strong knowledge of dispatch operations, routing principles, transportation regulations, and student transportation requirements. Proficiency with Microsoft Office Suite, Google Workspace, routing software, GPS systems, and transportation management platforms. Ability to work effectively in a fast-paced environment while managing multiple priorities and deadlines. Required Skills & Competencies Strong leadership, coaching, and team management abilities. Excellent verbal, written, and interpersonal communication skills. Advanced organizational, analytical, and problem‑solving capabilities. Ability to make sound decisions under pressure and during emergency situations. Strong attention to detail and commitment to operational excellence. Customer-focused mindset with the ability to build positive relationships with stakeholders. Ability to maintain confidentiality and handle sensitive information appropriately. Strong data analysis and performance management skills. Physical Requirements Ability to sit for extended periods while monitoring dispatch systems and communications. Ability to communicate effectively via telephone, radio, computer systems, and in person. Occasional standing, walking, bending, and light lifting as required. Working Conditions Office-based transportation operations environment. Frequent interaction with drivers, school administrators, parents, and transportation staff. May require early morning, evening, weekend, holiday, or on-call availability to support transportation operations and emergency response needs. Performance Expectations Consistently achieving on‑time route performance goals. Maintaining full route coverage and minimizing service disruptions. Improving route efficiency and operational effectiveness. Ensuring driver accountability and attendance compliance. Supporting regulatory compliance and student safety standards. Delivering timely communication and effective service recovery. Fostering a collaborative, professional, and customer-service-oriented dispatch culture. Utilizing data and KPI reporting to drive continuous operational improvement. Equal Employment Opportunity Statement Zūm Services, Inc. and all its subsidiaries provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. AI Hiring Information We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. 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