Lead Dispatcher Job Description Template
Our company is looking for a Lead Dispatcher to join our team.
Responsibilities:
- Excellent customer service;
- Minimal dispatch related customer complaints;
- Communicate effectively with operations staff regarding scheduling or passenger issues;
- Maintaining a safe work area and a focus on safety to reduce the opportunity for injury to self or other employees;
- Reschedule trips as necessary in the event of vehicle malfunction, traffic, or emergency situations;
- Spare vehicles effectively used to ensure vehicle availability for preventive maintenance program;
- Provide feedback to passengers in the way of follow-up calls as a course of duty or as required by schedule changes;
- Monitor operators and trip status, making adjustments and reassignments as necessary to ensure on time performance;
- Review and answer complaints pertaining to dispatch or dispatch events;
- Reconcile trip manifests and fares collected by operators upon check-in;
- Maintain professional appearance and demeanor;
- Maintain two-way communication with operators, providing information on customers, cancellations, and directional assistance where necessary;
- Team player and helpful to staff, management, and peers;
- Telephone hold time minimized and within contract requirements;
- Ability to handle multiple tasks accurately and effectively.
Requirements:
- Able to work in a fast-paced environment;
- Experience in Para-transit scheduling utilizing Trapeze PASS;
- Possess excellent communication and decision-making skills;
- Telephone speaking and/or call center experience;
- Computer Experience;
- Excellent attendance record. Excellent verbal and written communication skills.