Dispatch Supervisor: Lead Dispatch & Service Excellence

Transdev North America; New Carrollton (MD); On-site; USD 36,000 - 41,000; Full time

Benefits offered by this job

Vacation days

Paid sick leave

Medical, dental & vision

401k retirement benefits

Company holidays

Job summary

Transdev North America in New Carrollton, MD is hiring a Dispatch Supervisor to support the Dispatch Managers in overseeing the dispatch operations of the MetroAccess Operations Control Center (OCC). This role ensures the smooth day-to-day operation of dispatching services, focusing on staff development, performance monitoring, and ensuring compliance with WMATA policies and procedures.

The Dispatch Supervisor works closely with dispatchers to address operational issues, foster a positive work

Qualifications

• Minimum 2-3 years of experience in dispatch, with a preference for experience in an administrative or supervisory role.
• Strong administrative, organizational, conflict resolution and communication skills.
• Must be able to work shifts or flexible work schedules as needed.

Responsibilities

• Assist the Dispatch Manager in administrative tasks, ensuring that attendance and performance goals are met, and scheduling requirements are efficiently managed
• Monitor the performance of dispatchers, working closely with the Dispatchers to identify and address any performance issues, ensuring compliance with policies and procedures
• Respond to customer questions and concerns about no shows, cancellations, and missed trips.
• Manage vehicle operator emergency situations & escalated calls.
• Provide backup support to dispatching duties as needed without compromising primary administrative responsibilities
• Assist in managing dispatcher schedules, ensuring adequate staffing levels and schedule adherence while maintaining commitment to high-quality service
• Manage department reports and other communication tools.
• Support the Dispatch Manager in training new employees.
• Other duties as required.

Skills

Dispatch experience

Administrative skills

Customer service

Education

High school diploma or GED

Job description

Transdev North America in New Carrollton, MD is hiring a Dispatch Supervisor to support the Dispatch Managers in overseeing the dispatch operations of the MetroAccess Operations Control Center (OCC). This role ensures the smooth day-to-day operation of dispatching services, focusing on staff development, performance monitoring, and ensuring compliance with WMATA policies and procedures.

The Dispatch Supervisor works closely with dispatchers to address operational issues, foster a positive work