DISPATCH SUPERVISOR

Verida, Inc.; Villa Rica (GA); Hybrid; USD 45.000 - 65.000; Vollzeit

Zusammenfassung

Verida, Inc. is seeking a Dispatch Supervisor to oversee the Dispatch department in Villa Rica, GA. You will supervise staff, optimize routing and trip dispatching, and ensure service quality and cost targets are met.

The position requires leadership in a call center environment, knowledge of GPS tracking and call center systems, and strong organizational skills.

Qualifikationen

• 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.
• Excellent interpersonal, communication, and leadership skills.
• Experience with GPS tracking systems.
• Proficiency with Microsoft Office products.
• Strong organizational skills, including time management and documentation.

Aufgaben

• Supervise Dispatch department personnel efficiently and effectively.
• Understand contracts and ensure routing, dispatching, and rates meet standards.
• Conduct performance reviews and drive staff performance toward targets.
• Manage staffing schedules and optimize coverage.
• Monitor calls, work requests, and tickets to meet quality standards.
• Lead meetings and implement contingency plans for system outages or failures.

Kenntnisse

Call center leadership

Call center systems

Basic reading & arithmetic

Interpersonal & leadership

Training techniques

Computer navigation

Staffing & planning

Time management & documentation

Ausbildung

Associate degree

Tools

GPS tracking systems

Microsoft Office

Jobbeschreibung

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

9 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 Required

• 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