Dispatch Director Jobs in Virginia (NOW HIRING)

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MV Transportation is seeking aDispatch Managerwho will provide direction to and maintain two-way communications with all dispatchers while monitoring system performance and making adjustments where necessary to maximize on-time performance, minimize customer wait times for on-call or will-call services, minimize service disruptions as a result of vehicle or operator availability or emergency situations. 

Job Responsibilities: 

• The company vision, values and culture are understood, communicated and positively promoted. 
• Set positive example for dispatch agents by providing consistent support and positive leadership. 
• Responsible for positive employee morale and quality customer service. 
• Proactively assess staffing needs as determined by service hours and peak call periods. 
• Define and publish staff schedules based on service demand and in accordance with collective agreements. 
• Recruit, interview and select employees in compliance with MVT hiring practices and minimum standards of qualification. 
• Recommend personnel for promotion, demotion or reclassification. 
• Ensure prompt investigation and resolution of complaints and incidents as relates to direct reports and in compliance with company policy and collective agreement. 
• Impose discipline according to company policy and in compliance with collective agreements including suspension or termination of employment. 
• Participate in and advise senior management regarding labor relations strategies and relationships. 
• Respect and maintain the confidentiality of all employee records, business records, client and customer information, data and other information not otherwise available to the public. 
• Ensures all safety regulations are being observed and all training methods are adequate and effective. 
• Ensure dispatch protocols follow both client and company policies and procedures. 
• Organize and coordinate dispatch agent training programs for new hires and refresher customer service training programs for department personnel. 
• Prepares, verifies, and authorizes employee schedules and work records for payroll purposes. 
• Assigns work duties to qualified employees to ensure adequate coverage of all shifts. 
• Monitor dispatch performance as it relates to driver incidents, equipment failure, vehicle breakdowns, and other potential service disruptions. 
• Monitor dispatch agents to ensure timely communication of passenger cancellations or changes as required. 
• Provides dispatch coverage during peak service times and during employee shortages 
• Ensure dispatchers assign will-call and same day trips to available and appropriate. vehicles in order to ensure on-time performance, minimize wait and ride times and to maintain system productivity. 
• Ensure dispatchers document accurately and appropriately daily events related to service. 
• Manage vehicle pull-outs according to schedule and/or customer expectations. 
• Maximize wage to revenue percentages and minimize non-revenue and overtime wages. 
• Define and publish driver schedules based on service demand and in accordance with collective agreements. 
• Maintain a safe work area and a focus on safety to reduce the opportunity for injury to self or other employees. 
• Maintain accurate records and appropriate filing systems. 

Talent Requirements: 

• Three (3) years supervisory or management experience in the transportation industry. Supervisory experience of a work group in a different industry may be substituted at the company’s sole discretion. 
• Substantial experience in the operation phases of a transit organization. 
• Excellent customer service skills. 
• Must have a strong working knowledge of Trapeze and the skills to resolve situational challenges. 
• Must work effectively with fellow employees and have strong leadership characteristics. 
• Must have good time management skills and ability to manage multiple tasks concurrently. 
• Requires flexible hours, including long days and weekends. 
• Must have the ability to recruit and develop staff to deliver reliable service product. 
• Knowledge of service area and system parameters. 
• Proficient in Microsoft Office software. 
• Demonstrated ability to manage with a “Safety First” attitude. 
• Paratransit experience preferred.
   

Knowledge, Skills, and Abilities: 

• Knowledge of windows-based computer operating systems and functional knowledge of wordprocessing, spreadsheet and presentation software. 
• Strong organizational skills, filing and file maintenance. 
• Ability to read, write and speak English. 
• Ability to communicate effectively at all levels. 
• Able to use multi-line phone system. 
• Ability to handle multiple tasks accurately and effectively. 
• Ability to work independently and objectively. 
• Strong organizational