Dispatch Operations Leader – Call Center Excellence

Verida Inc; Villa Rica (GA); On-site; USD 52,000 - 78,000; Full time

Job summary

Verida Inc. in Villa Rica, GA is seeking a Dispatch Supervisor to oversee the Dispatch department, optimize resources, and drive customer satisfaction. You will manage staffing, schedules, and performance while ensuring adherence to contracts and company goals.

The role requires strong leadership, knowledge of call center systems, and the ability to implement training and process improvements. This is a full-time on-site position supporting transportation operations.

Qualifications

• Prior Call Center leadership experience.
• Knowledge of call center systems (Telephony, Call Routing, Ticket/Case Management, Workforce Management, etc.)
• Excellent interpersonal, communication, and leadership skills
• Knowledge of creative educational and training techniques
• Mastery of basic computer navigation
• Ability to assess individual and departmental needs and execute effective strategies to address those needs
• Strong organizational skills, including time management and documentation
• Associate Degree +2 or more years of Transportation/Dispatch management experience in a Call Center environment
• Experience with GPS tracking systems
• Proficiency with the Microsoft Office products suite

Responsibilities

• Supervise operations in the Dispatch department to manage personnel effectively and efficiently.
• Plan and develop strategies to improve operating quality and efficiency.
• Monitor productivity and quality goals; ensure targets are met daily, weekly, and monthly.
• Conduct staff performance reviews and adjust staffing as needed.
• Manage staffing schedules and tweak as needed to maximize performance.
• Provide regular monitoring of calls, tickets, and work requests to meet standards.
• Lead regular staff meetings to communicate objectives and updates.
• Implement contingency plans during system failures or outages.
• Identify training needs and track performance improvements.
• Conduct interviews and hires, with appropriate HR processing.

Job description

Verida Inc. in Villa Rica, GA is seeking a Dispatch Supervisor to oversee the Dispatch department, optimize resources, and drive customer satisfaction. You will manage staffing, schedules, and performance while ensuring adherence to contracts and company goals.

The role requires strong leadership, knowledge of call center systems, and the ability to implement training and process improvements. This is a full-time on-site position supporting transportation operations.