Dispatch Supervisor - Providence, RI (2nd shift) (60598)

AAA Northeast; Providence (RI); Hybrid; USD 55,000 - 75,000; Full time

Job summary

AAA Northeast in Providence, RI invites experienced dispatch leaders to join our 2nd shift in a hybrid role. You will direct dispatch activities, coordinate with ERS and field staff, and ensure timely responses for members.

The ideal candidate has an associates degree or 3–4 years of related work, and prefers supervisory experience. You will monitor calls, improve service quality, and provide reports to management.

Qualifications

• Associate's Degree Required or 3-4 Years of Additional Relevant Work Experience Required
• Dispatch Required and Supervisory experience Preferred

Responsibilities

• Directs the activities of the dispatch area, taking on-the-spot actions to prevent and/or correct problems.
• Supervises dispatch area to achieve ERS response time targets and call completion goals.
• Mentors and directs lead dispatch personnel and ensures role clarity.
• Ensures adherence to AAA standards and Five Diamond Service with regular reporting.
• Identifies patterns of problems and coordinates with supervisors, field staff and management.
• Assists in operational and technological changes and evaluates contingency needs.

Skills

Supervisory experience

Dispatch management

Customer service focus

Education

Associate's Degree or equivalent experience

Job description

Eligible applicants must live within a commutable distance to Providence, RI. This position would be a hybrid role, which means that you will typically spend 3 days of your work week working onsite and 2 days of your work week working from a remote location. You have applied to a hybrid position, and as such, you will be required to meet specific work from home requirements to support the business needs of AAA. This includes high speed internet access with minimum internet speed requirements.

Work schedule

2nd shift. Tuesday-Saturday 2:30pm-11:00pm

Are you interested in joining a team that is continuously innovating to create the best experiences for members? Would you like to work for a company that has been rated a top employer and best place to work across the Northeast year over year? Do you want to be part of a company that is committed to giving back to the community?

At AAA Northeast, as we continue to grow, our mission remains the same: helping and serving is a way of life. It’s why we’ve earned the trust of millions, and why AAA Northeast has remained a resilient and reliable brand for over a century.

Under general guidance, directs all dispatch activities that produce desired response time results. Teams extensively with ERS Supervisor Call Center, Dispatchers, Field Staff, Training Specialists and Management to achieve superior performance, day-to-day, and to bring about service quality improvements. Supervises, mentors and coordinates activities of the lead dispatch personnel.

What You Will Do

• Directs the activities of the dispatch area, taking on-the-spot actions to prevent and/or correct problems. Teams with supervisors, field staff, and dispatchers to make decisions that consider our members' best interest first. Monitors all calls in progress and all service areas for aging and bottle necking. Addresses problems immediately.
• Supervises dispatch area to achieve overall ERS response time targets; also achieves targets for percent of calls completed within specified time targets. Deploys dispatch staff appropriately and team with ERS supervisors to arrive at "cross functional" decisions.
• Supervises, mentors and directs activities of lead dispatch personnel. Ensures subordinate staff understand their roles and responsibilities and demonstrate competence in their position.
• Ensures that AAA's standards, procedures and practices for dispatch, and Five Diamond Service are consistently adhered to. Teams with the trainer, the supervisors and management in carrying out this responsibility. Provides supervisors with regular reports of dispatcher performance.
• Identifies patterns of problems that create roadblocks for service quality. Coordinates activities of troubleshooters. Teams with supervisors, field staff, and management as appropriate to bring about corrections. Keep management, trainer and arriving shift supervisors informed of changing conditions in the dispatch area and related problems/needs.
• Assists in the design and implementation of operational and technological changes.
• Detects equipment malfunctions; determines the magnitude of the problem; communicates information to the appropriate person; implements contingency measures when required.
• Considers the cost implications of dispatching decisions and shows excellent stewardship in making and supervising these decisions. Supervises lead dispatch staff ensuring decisions are in keeping with standards established. Other duties as assigned.

Qualifications

Education

Associate's Degree Required or 3-4 Years of Additional Relevant Work Experience Required

Experience

Dispatch Required and Supervisory experience Preferred

Licenses and Certifications

AAA Northeast is proud of our diverse culture, fostered by the many talents, skills, passions, and expertise of our employees. We are an equal opportunity employer. We do not discriminate in recruiting, hiring, or promotion based on race, color, creed or religion, national origin, sex, age, sexual orientation, veteran’s status, gender identity or expression, disability, genetic information, marital status, pregnancy, or membership in any other protected class. We thrive when our team members bring their whole selves to work.