Office Manager

Werner-Enterprises; Little Rock (AR); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

401(k)

Dental insurance

Health insurance

Vision insurance

Paid time off

Tuition reimbursement

Weekly pay

Job summary

Werner Enterprises, a premier transportation and logistics company with North American coverage, seeks a Dispatch Manager to coach and supervise Dispatch - Call Center representatives as they handle client inquiries. The role hires and trains staff, monitors progress, and provides ongoing coaching to ensure high customer satisfaction.

You will analyze performance, prepare reports, and collaborate with management to meet Dispatch - Call Center goals, while maintaining compliance with company

Qualifications

• 2-5 years supervisory experience in call center, customer service or logistics.

Responsibilities

• Hire, train, and prepare Dispatch - Call Center representatives to respond to customer questions and complaints.
• Ensure agents understand and comply with dispatch objectives, performance standards, and policies.
• Coach and monitor agent performance, provide learning opportunities, and take corrective action when needed.
• Prepare reports and analyze data to assist management in setting Dispatch - Call Center goals.
• Collaborate with supervisors and management to maximize customer satisfaction.

Skills

Call center supervision

Leadership

Customer service

Logistics knowledge

Coaching

Tools

Dispatch software

MS Office

Job description

Job SummaryWe are searching for a dedicated, supportive Dispatch Manager who can coach and motivate Dispatch - Call Center representatives as they field calls from clients. The Dispatch - Logistics Manager will hire employees and assist in the training process, ensuring that every agent is well prepared for their calls. They will continue to support agents after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. You should be analytical, supportive, and prepared to act a resource to phone agent.To succeed as a Dispatch Manager, you should be focused on helping your team build necessary skills and knowledge, so they can better support customers. You should be supportive, communicative, and attentive.Responsibilities :Hiring, training, and preparing Dispatch - Call Center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.Ensuring agents understand and comply with all Dispatch - Call Center objectives, performance standards, and policies.Answering agent questions regarding best practices or difficult calls.Identifying operational issues and suggesting possible improvements.Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.Preparing reports and analyzing data to assist management as they determine Dispatch - Call Center goals.Working with other supervisors and management team members to support agents and maximize customer satisfaction.Supervisor Requirements :2-5 years Call center, customer service, logistics - supervisory experience.Proficiency with technology, especially computers, Dispatch – Logistics software applications, and phone systems.Exceptional verbal and written communication skills.Strong understanding of company products, policies, and services.Ability to coach, train, and motivate employees and evaluate their performance.Excellent problem solving, leadership, and customer service skills.Analytical, efficient, and thorough.Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.Qualifications :Combination of education and 1-2 years relevant logistics/dispatch experience collectively considered.Ability to establish and maintain effective relationships with employees, contractors, supervisors and the general public requiring courtesy, discretion and independent judgment.Excellent organizational, leadership, communication, reporting skillsHigh energy and motivating skillsRouting and dispatch skills.Computer proficiency: Microsoft Applications and other operational or client systemsAbility to safeguard customers’ personal information.Detail-oriented, analytical problem-solver and ability to multi-task in a demanding environment, high-pressure, high-volume environment.Knowledge of relevant policies, practices and procedures and requirements / standards.Communication: Crisp and effective written, verbal communication skills and follow throughMust be able to read and speak the professional English language and conversational Portuguese is a plus.Must be able to work flexible schedules including weekends and holidays, and be available to address operational issues.Benefits :401(k)401(k) matchingDental insuranceEmployee assistance programEmployee discountFlexible spending accountHealth insuranceHealth savings accountLife insurancePaid time offTuition reimbursementVision insuranceWeekly pay - Direct DepositCompany ProfileWerner Enterprises, Inc. was founded in 1956 and is a premier transportation and logistics company, with coverage throughout North America, Asia, Europe, South America, Africa and Australia. Werner maintains its global headquarters in Omaha, Nebraska and maintains offices in the United States, Canada, Mexico, China and Australia. Werner is among the five largest truckload carriers in the United States, with a diversified portfolio of transportation services that includes dedicated; medium-to-long-haul, regional and local van; expedited; temperature-controlled; and flatbed services. Werner’s Logistics portfolio includes freight management, truck brokerage, intermodal, and international services. International services are provided through Werner’s domestic and global subsidiary companies and include ocean, air and ground transportation; freight forwarding; and customs brokerage.We know benefits are critical and we are committed to offering comprehensive and affordable options for you and your loved ones. This position is eligible for benefits, which include medical, dental and vision plans. We also offer a 401(k) plan, stock purchase plan, paid time off, life insurance, disability plans and other optional supplemental coverage.Werner Enterprises provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, genetic information or veteran status or other status protected by law. We encourage applicants of all ages as we do not discriminate on the basis of an applicant's age.By clicking “Submit” you are expressly consenting to our Privacy Policy (available at https://www.werner.com/privacy-policy/ ) and to Werner Enterprises, Inc., its representatives, and affiliates (“Werner”) contacting you about your inquiry, and that Werner may collect sensitive information about you to consider your employment as explained further in our Privacy Policy. All information collected will be handled and retained as explained in the Privacy Policy.