Dispatch Operations Lead - Call Center Excellence

Southeastrans, Inc.; Villa Rica (GA); Hybrid; USD 52,000 - 74,000; Full time

Job summary

Southeastrans, Inc. is seeking a Dispatch Supervisor in Villa Rica, GA to oversee the Dispatch department and maximize resource utilization. The role focuses on scheduling, performance reviews, and adherence to contracts to ensure timely trip dispatch and service quality.

Ideal candidates have call center leadership experience, strong communication, and the ability to implement process improvements to boost efficiency and customer satisfaction.

Qualifications

• Associate degree plus 2+ years of Transportation/Dispatch management in a call center.
• Experience with GPS tracking systems.
• Proficiency with Microsoft Office suite.
• Strong interpersonal, communication, and leadership skills.
• Ability to develop staffing strategies and analyze performance data.

Responsibilities

• Oversee Dispatch department personnel to maximize efficiency.
• Know and apply state contracts related to trip dispatch, routing, and rates.
• Set expectations and conduct regular performance reviews.
• Manage staffing schedules and adjust as needed to optimize productivity.
• Monitor calls, work requests, and tickets to meet quality standards.
• Lead contingency responses during outages and system failures.

Skills

Call Center Leadership

Telephony & Routing

Performance Management

Coaching & Training

Staff Scheduling

Process Improvement

Problem Solving

Education

Associate Degree

Tools

Telephony Systems

GPS Tracking

Microsoft Office

Ticket/Case Management

Workforce Management

Job description

Southeastrans, Inc. is seeking a Dispatch Supervisor in Villa Rica, GA to oversee the Dispatch department and maximize resource utilization. The role focuses on scheduling, performance reviews, and adherence to contracts to ensure timely trip dispatch and service quality.

Ideal candidates have call center leadership experience, strong communication, and the ability to implement process improvements to boost efficiency and customer satisfaction.