DISPATCH SUPERVISOR

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

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

DISPATCH SUPERVISOR

Full Time Villa Rica, GA, US

2 days ago Requisition ID: 2557

SUMMARY: To supervise operations in the Dispatch department which facilitates the maximization of resources (human and automated) to achieve customer satisfaction, productivity, schedule adherence and economic goals. Plan and develop strategies and procedures to improve the operating quality and efficiency of the department.

ESSENTIAL FUNCTIONS

• Performs all necessary supervisory functions within the Dispatch department to manage the personnel effectively and efficiently.
• Thorough knowledge of the various state contracts especially as it pertains to trip dispatching, routing, call handling, and rates related to trip disbursement.
• Communicates areas of accountability and performance expected of personnel. Conducts employee performance reviews and ensures staff performance targets are met on a daily, weekly, and monthly basis. Reviews ongoing performance results to targets. Takes immediate corrective measures and escalates as needed.
• Approves, implements, and manages staffing schedules provided by WFM. At times may need to tweak scheduling temporarily to maximize performance.
• Provides regular monitoring and review of all work types (calls, work requests, tickets, etc.) to ensure that contractual and organizational quality standards are met. Responsible for meeting departmental productivity and quality goals
• Holds regular staff meetings to communicate business objectives.
• Executes contingency plans as needed; escalates and directs activities during systems failures, outages, disasters, etc. Identifies potential problems, troubleshoots, and escalates issues to local and network management; participates in post-mortem analysis of system/program malfunctions providing input for future process improvements.
• Identifies additional training needs, plan training sessions, and track performance improvement.
• Maintains a favorable working relationship with all other company employees to foster and promote a cooperative and harmonious working climate which will be conducive to maximum employee morale, productivity, and efficiency/effectiveness.
• Always projects a favorable image of the company to promote its goals and objectives.
• Evaluates departmental processes. Recommends and coordinates needed changes based on process analysis.
• Conducts interviews, hires new staff, performing terminations where necessary, and provides employee orientation.
• Coaches and provides career development advice to staff.
• Serves on committees and teams as a department representative and occasionally performs other duties as assigned.
• Complete HR paperwork as needed.

QUALIFICATIONS

• Prior Call Center leadership experience
• Knowledge of call center systems (Telephony, Call Routing, Ticket/Case Management, Workforce Management, etc.)
• Basic reading, writing, and arithmetic skills required.
• 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.

MINIMUM QUALIFICATIONS

• 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