OD13-Lead Dispatcher

Lead Dispatcher

Department: Operations - Dispatch
Reports to: General Manager
Status: Non-Exempt

Pay: $26.50 per hour

I. Job Purpose/Objective

This position is responsible for the oversight of the Dispatch office. The individual will oversee the functions, responsibilities and regulations of the dispatchers and dispatch clerks and assist in overseeing daily driver duties. The individual is also responsible for all incidents, accidents and errors within the department. Lead dispatchers train and schedule dispatch staff and provide live coaching throughout their shift to ensure proper coverage and efficiency. They are responsible for maintaining a positive and productive work environment within the dispatch office and for monitoring and providing feedback on staff performance.

II. Essential Job Functions
Incumbent may perform any or all of the following:

Dispatch Staff

• Scheduling of shifts
  1. Ensuring proper coverage within the dispatch office
  2. Covering shifts when needed
  3. Approving and denying time off with justification
• Assigning and maintaining duties
  1. Developing and maintaining processes and procedures in accordance with the needs of the dispatch operation
  2. Identifying problems within the dispatch operation and addressing as needed to ensure efficiency
• Training and coaching staff
  1. Fostering a team-oriented atmosphere
  2. Communicating new procedures efficiently
  3. Understanding and conveying the effect dispatch has on other individuals and departments
• Ability to cover all shift

Monitoring various hour regulations to ensure compliance

• 70 hour rule
• 15 hour rule
• 10 hour rule
• 8 hour down rule
• Over time

Monitor dispatchers to ensure proper coverage and efficiency

• Combining
• Consolidating
• Preventing dead heading
• Overlapping runs
• On time performance
• Proactive approach to possible incidents

Maintain clear communication with anyone who encounters the dispatch office

• Communication to drivers and dispatch staff regarding policy and procedure changes
• Communication with other departments regarding dispatch procedures
• Maintaining radio etiquette with dispatch and drivers

Enforcing Company Policy and Procedures

• Dress codes
• Parking
• Maintaining professionalism within the operations

Effectively Investigating Complaints

• Acquire all pertinent information
• Respond to agent and/or sales manager

Creating Operational Procedure Memos

• Road closures
• Procedural changes
• Special Events
• Company updates

Documentation

• Incidents
• Accidents
• Errors

Perform other related duties as assigned or requested

Requirements

• Meet all "Level 1" requirements
• Ability to execute "Level 1" duties and responsibilities proficiently
• Proficient knowledge of the Island of Maui
  • "Landmarks"
  • Alternate pick up I drop off locations
• Adaptability/Flexibility
  • Able to re-route drivers as needed to ensure proper service delivery
  • Able to adapt and adjust to operational procedures as required

Specified skills, aptitudes, and abilities

• All skills, aptitudes, and abilities of "Level 1"

• Ability to make decisions with little or no supervision

• Ability to make decisions in the best interest of the company

• Knowledge and familiarity of driver qualifications

• Knowledge and familiarity of equipment

• Knowledge of operational procedures which are venue specific

  • Various South & West Hotels

  • Various South & West Restaurants

  • Activity Landmarks

• Knowledge and familiarity of Agents, both internal and external

  • Requests from DMC, Series Accounts, etc.

  • Procedures and Guidelines

• Ability to respond quickly and react to emergencies and adverse conditions

• Ability to identify possible problems and solutions proactively

III. Essential Skills (Minimum qualifications individuals must possess when entering position) - i.e. skillsets, KPl's education, certifications, etc.

• BA degree (or equivalent work experience) with minimum 3-5 years experience in dispatching
• · Able to work a flexible shift and be on-call when needed
• · Able to travel to various locations
• · Able to attend all meetings and conferences
• · Adapts to change, is open to new ideas, takes on new responsibilities, handles pressure, adjusts plans to meet changing needs
• · Plans for and uses resources efficiently, always looks for ways to reduce costs, creates accurate and realistic budgets, tracts and adjusts budgets, contributes to budget planning
• · Skilled in the use of computers, adapts to new technology, keeps abreast of changes, learns new programs quickly, uses computers to improve productivity
• · Communicates well both verbally and in writing, creates accurate and punctual reports, delivers presentations, shares information and ideas with others, has good listening skills
• · Builds customer confidence, is committed to increasing customer satisfaction, sets achievable customer expectations, assumes responsibility for solving customer problems, ensures commitments to customers are met, solicits opinions and ideas from customers, responds to internal customers
• · Recognizes problems and responds, systematically gathers information, sorts through complex issues, seeks input from others, addresses root cause of issues, makes timely decisions, can make difficult decisions, uses consensus when possible, and communicates decisions to others
• · Meets commitments, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, meets attendance/punctuality requirements
• · Defines position requirements and necessary skills, recruits large applicant pool, prepares for and conducts good interviews, values both experience and potential, selects appropriate candidates, builds teams and complementary skills, promotes diversity in hiring
• · Defines position requirements and necessary skills, recruits large applicant pool, prepares for and conducts good interviews, values both experience and potential, selects appropriate candidates, builds teams with complementary skills, promotes diversity in hiring
• · Tackles problems and takes independent action, seeks out new responsibilities, acts on opportunities, generates new ideas, practices self-development
• · Deals with others in a straightforward and honest manner, is accountable for actions, maintains confidentiality, supports company values, conveys good news and bad
• · Has good listening skills, builds strong relationships, is flexible/open-minded, negotiates effectively, solicits performance feedback and handles constructive criticism
• · Understands duties and responsibilities, has necessary job knowledge, has necessary technical skills, understands company mission/values, keeps job knowledge current, is in command of critical issues

• · Leads through change and adversity, makes the tough call when needed, builds consensus when appropriate, motivates and encourages others

• · Sets challenging and productive goals for team, keeps team accountable for actions, provides leadership and motivation, provides resources and support, uses checkpoints and data to track progress, sets up systems and processes to measure results
• · Applies clear/consistent performance standards, handles performance problems decisively and objectively, is direct but tactful, provides guidance and assistance to improve performance
• · Operates within the organization's formal and informal structures, builds allies and relationships across departments, uses allies to build consensus and create results, is appropriately diplomatic, understands others' roles and perspectives, can sell projects and ideas across the organization
• · Defines roles and responsibilities, motivates and challenges employees, delegates effectively, rewards contributions, manages collaboratively
• · Develops realistic plans, sets goals, aligns plans with company goals, plans for and manages resources, creates contingency plans, coordinates/cooperates with others
• · Provides feedback and coaching, rewards hard work and risk taking, takes mentoring role, challenges and develops employees, accepts mistakes, provides visibility/opportunity
• Is attentive to detail and accuracy, is committed to excellence, looks for improvements continuously, monitors quality levels, finds root cause of quality problems, owns/acts on quality problems
• · Prioritizes well, shows energy, reacts to opportunities, instills urgency in others, meets deadlines
• · Creates and communicates a long-term vision, balances short- and long-term goals, keeps own and team's work aligned with overall goals, understands the market and can predict change, understands the industry and the competition, creates and adjusts strategic plans

VI. Working Conditions/Physical Demands

• Office work-desk and chair
• Light work - exerting up to 20 pounds of force occasionally and/or negligible amount of force to move objects
• Standing and sitting for sustained periods of time
• Typing for long periods on the computer
• Talking-Being able to express or exchange ideas by means of the spoken word, be able to convey detailed or important spoken instructions to others
• Hearing-ability to receive detailed information through oral communication
• Required to have visual acuity to determine accuracy, neatness and thoroughness of work
• The incumbent is not substantially expose to adverse environmental conditions

The information on this description has been designed to indicate the general nature and level of work performed by an employee in this classification. It is not to be interpreted as a comprehensive inventory, or all duties, responsibilities, and qualifications of employees assigned to this job. Management has the right to add to, revise, or delete information in this description. Reasonable accommodations will be made to enable qualified individuals with disabilities to perform the essential functions of this position.

EOE/M/F/Vet/Disabilities