Supervisor, Dispatch

TITLE: Dispatch Supervisor

BASIC JOB PURPOSE: Under the supervision of the Dispatch Manager, the Dispatcher Supervisor has the primary role responsible for the oversight of a team of dispatchers. The Dispatch Supervisor is responsible for coordinating employee schedules, monitoring attendance, and other employee management functions. In addition, the role is responsible for first-level oversight and monitoring of key performance indicators and reports up to the Dispatch Manager. The Dispatch Supervisor role has three specialties: ambulance, fleet, and vendor. Dispatch Supervisors provide direct oversight of their primary specialty and assist other specialties when needed.

SUPERVISION RECEIVED: Reports directly to the Dispatch Manager(s) or designee.

TYPICAL WORKING CONDITIONS: Office environment. May require evening and/or weekend work. Working under stress. The position requires long periods of sitting, standing, kneeling, bending, and lifting at least 25 lbs.

RESPONSIBILITIES/DUTIES:

1. Handles calls to verify trip assignment, determines estimated time of arrival, assists connecting driver or vendor and passenger, and general troubleshooting.

2. Handles escalated issues and notices of dissatisfaction with tact, skill, and compassion.

3. Processes cancellations and passenger no shows and notifies drivers or vendors when necessary.

4. Documents information in the system relevant to calls and interactions.

5. Confirms driver estimated time of arrival for active monitoring, by request from passenger, or the call center.

6. Processes request to activate an unscheduled (will call) reservation and coordinates with the driver or vendor to dispatch a vehicle.

7. Ensures all trips are scheduled satisfactorily according to all policies and procedures.

8. Ensures trip assignment meets passenger’s requests and service needs and makes courtesy outbound calls to passengers when requests cannot be fulfilled.

9. Provides excellent customer service, consistent with the company brand, to passengers, clients, vendors, and to the call center.

10. Adapts to fluctuations in the transportation network, policies, and work volume changes.

11. Screens calls for access to passenger accounts, handles confidential information as expected by company policy, and limits conversations to only relevant information to complete a task.

12. Maintains a high level of accuracy with all aspects of the position.

13. Notifies leadership, immediately, of all injuries, accidents, perceived/actual HIPAA breaches, and/or unusual incidents.

14. Any other duties as assigned by management.

1. Handles escalated supervisor calls from dispatchers on any dispatch team and attempts to deescalate the call by satisfying the callers' concerns.

2. Reviews employee timekeeping daily to identify errors, late arrivals, early departures, overtime, and occurrence thresholds by employee and team.

3. Ensures employees take scheduled lunch and breaks as expected based on company policy and labor laws.

4. Approves employee timecards to close payroll each pay cycle.

5. Submits analysis and explanation for justification to receive approval for overtime to leadership.

6. Monitors call queue performance in real time to ensure a monthly SLA of 80% of calls are answered in 30 second with an abandonment rate of less than 5% is met.

7. Monitors agents in real-time to ensure queue is staffed, dispatchers are logged in and in ready status, and dispatchers with extended call times are provided preemptive support.

8. Completes quality monitors for dispatchers to ensure customer service is exceptional, adherence to company policy is met, and call flow is streamlined.

9. Meets twice monthly with dispatchers, in a one-on-one setting, to discuss performance metrics and provide a forum for the employee to provide feedback.

10. Maintains evaluation calendar to ensure evaluations are completed by the deadline.

11. Completes annual evaluations of dispatcher performance and conducts the annual evaluation meeting.

12. Writes and logs disciplinary action for dispatchers and conducts disciplinary action meetings in coordination with human resources.

13. Creates weekly reports of key performance indicators for call, agent, trip assignment, and on time performance to present to the leadership team.

14. Conducts weekly group meetings with dispatch team to discuss department goals, metrics, and provide a forum for employees to provide feedback in a group setting.

15. Provides training to Dispatchers on an initial and regular basis when needed.

16. Meets weekly with other Dispatch Supervisors to discuss performance and proactively address issues.

17. Schedules dispatchers to take recurring training prior to the expiration date of certifications or as needed to increase performance.

18. Responds to complaints against employees sent from the quality assurance department.

19. Understands the rules and regulations for covered areas including permit requirements, exclusive operating agreements, company policies, and general rules of conduct.

PERFORMANCE REQUIREMENTS

Knowledge, skills, and abilities:

1. Must pass a Criminal Background Screening.

2. Must pass government exclusion list at time of hire and monthly thereafter.

3. Prior supervisor experience preferred.

4. Advanced experience using PC software programs including Microsoft Office (Word, Excel, etc.), Dispatch Scheduling Software, and Call Center Agent Application.

5. Experience in the transportation industry, logistics, and/or dispatch preferred.

6. Experience with customer service, taking inbound and making outbound calls while maintaining personal call stats and goals.

7. Excellent time management, organizational, and analytical skills.

8. Able to type at least 45 wpm.

9. Availability to work flexible hours during Weekdays, Weekends & Holidays.

ACCOMMODATION: Call the Car has the right to modify the duties and functions of the job description based on the needs of the organization.