Dispatcher Manager

Job Description

Job Description

Job Summary
The Dispatch Manager provides direct supervision and leadership to Rock Region METRO's Dispatch department, including directing, coaching, training, and disciplining staff based on performance, and making hiring and discharge recommendations to management. The Manager monitors vehicle movement using the technology tools provided, schedules employee shifts, hosts sign-ups and vacation bids, and represents METRO to its customers and the public in a professional and courteous manner.

Principal Responsibilities
Supervision & Staff Management

• Provide direct supervision and leadership to the Dispatch department, including directing, coaching, training, and disciplining staff based on performance.
• Make hiring and discharge recommendations to management.
• Address performance issues through recognition and progressive corrective action in a timely manner, consistent with the collective bargaining agreement.
• Apply METRO's Attendance Policy and other departmental policies to employees within the department.
• Develop and maintain effective working relationships with employees, department supervisors, and managers.
• Scheduling & Operations
• Schedule dispatchers and clerks, ensuring adequate shift coverage.
• Host sign-ups and vacation bids for the department.
• Ensure open runs and driver assignments are made accurately and in a timely manner.
• Oversee the department's performance on passenger trip On-Time Performance.
• Serve as a working leader, performing dispatch duties during demonstrations or periods of higher-than-usual demand.

Quality & Compliance Monitoring

• Perform live and recorded observations of telephone interactions and department tasks.
• Ensure Dispatchers and Clerks utilize the technological tools provided for their work, and monitor Hastus, Navineo, and other dispatching systems.
• Ensure dispatch employees maintain accurate records, logs, and schedules of calls received, transit services scheduled, drivers dispatched, fare collection, and customer cancellations or no-shows.
• Ensure dispatch employees follow established procedures for driver incident reports, customer no-shows, and accidents.
• Monitor telephone answering response and hold times by agent and by group.
• Manage dispatch recordings and provide information and data to support customer complaints or compliments.
• Customer Service & Communication
• Ensure Dispatch employees deliver quality, professional customer service in all communications with drivers, passengers, and the public, including radio contact with drivers.
• Provide transit information to passengers as needed and resolve customer issues professionally.
• Represent METRO to its customers and the public in a professional and courteous manner.
• Communicate with Scheduling, Operations, Human Resources, and general management to ensure continuity of service.
• Administrative
• Manage the department's payroll tasks in UKG in accordance with instructions for timely and accurate payroll processing.
• Accurately prepare reports on shift activities or as requested.
• Maintain confidentiality of employee and passenger information.
• Create SOPs and new processes as needed.
• Ensure dispatchers follow Company rules, regulations, and management instructions.
• Perform other related duties as assigned.

Job Specifications
Education & Experience

• Associate's Degree in a related field, or an equivalent combination of education and experience.
• 2+ years of experience in transportation.
• 1+ years of experience in a supervisory or management role.
• Demonstrated ability to manage a team of 10 or more employees.
• Specialized Knowledge & Skills
• Proficiency with dispatching software (e.g., Hastus, Navineo).
• Ability to organize logical, efficient schedules and routes, and adapt quickly to changes.
• Ability to apply progressive coaching and discipline consistently and in accordance with management direction and the collective bargaining agreement.
• Ability to read, understand, and interpret transit system operating rules, regulations, policies, procedures, and routes.
• Working knowledge of Microsoft Word, Excel, and PowerPoint.
• Strong verbal and written communication skills; clear speech and a pleasant phone demeanor.
• Ability to interact professionally with internal and external customers at all levels and work effectively with diverse groups.
• Strong attention to detail.
• Flexibility and availability for on-call coverage as needed.
• Professional Certifications or Licenses
• None required. Commercial Driver's License (CDL) or dispatch-specific certification preferred but not mandatory. [Confirm with Operations.]

Pre-Employment Requirements

• Successful completion of a pre-employment background investigation.
• Successful completion of a pre-employment drug screen.
• Successful completion of a DOT medical examination, where applicable to the role.
• Review of Motor Vehicle Record (MVR) / driving record, where applicable to the role.
• [Role-specific requirements, e.g. CDL, certifications — confirm with hiring department.]

Safety Sensitive Designation
This position has been designated as safety sensitive. [Insert applicable pre-employment, random, reasonable suspicion, and post-accident drug and alcohol testing requirements per 49 CFR Part 655/40, consistent with METRO's FTA Drug and Alcohol Compliance Program.]
Direct Reports

• Fixed-Route Dispatchers
• Dispatch Clerks

Equal Opportunity Statement
Rock Region METRO is an equal opportunity employer, and is firmly committed to a policy of equal employment opportunity, and will administer its personnel policies and conduct its employment practices in a manner that results in treatment based on merit, experience and other work related criteria, without regard to race, color, religion, national origin, sex (including gender identity, sexual orientation, and pregnancy), age, genetic information, disability, veteran status, or other protected class.

Disclaimer
The Authority has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the Authority reserves the right to change this job description and/or assign tasks for the employee to perform, as the Authority may deem appropriate. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this position, consistent with the Americans with Disabilities Act (ADA) and applicable state law.

Powered by JazzHR

1M6iDmn1YV