Office Manager

Werner Enterprises, Inc.; Little Rock (AR); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Dental insurance

Employee assistance program

Employee discount

Flexible spending account

Health insurance

Health savings account

Life insurance

Paid time off

Tuition reimbursement

Vision insurance

Weekly pay - Direct Deposit

Job summary

Werner Enterprises, Inc. in Little Rock is seeking a Dispatch Manager to guide call center representatives, coach their performance, and support ongoing training. You will hire staff and ensure readiness for customer inquiries.

You will monitor progress, provide coaching, analyze reports, and collaborate with the management team to improve service and meet goals. Strong leadership, communication, and organizational skills are essential.

Qualifications

• 2-5 years Call center, customer service, logistics - supervisory experience.
• Proficiency with technology, Dispatch - Logistics software applications, and phone systems.
• Excellent verbal and written communication skills.
• Strong understanding of company products, policies, and services.
• Ability to coach, train, and motivate employees and evaluate their performance.
• Analytical, efficient, and thorough.
• Ability to remain calm and courteous under pressure and navigate tense situations.

Responsibilities

• Hiring, training, and preparing Dispatch - Call Center representatives to respond to customer questions 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.

Skills

Coaching

Leadership

Communication

Customer service

Problem solving

Analytical

Calm under pressure

Training

Tools

Dispatch software

Phone systems

Microsoft Office

Job description

Job Summary

We 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 skills
• High energy and motivating skills
• Routing and dispatch skills.
• Computer proficiency: Microsoft Applications and other operational or client systems
• Ability 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 through
• Must 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) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance
• Weekly pay - Direct Deposit

Company Profile

Werner 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.