On-Site Dispatch Operations Lead

Southeastrans, Inc.; Villa Rica (GA); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Southeastrans, Inc. is seeking a Dispatch Supervisor to oversee the Dispatch department in Madison, WI. This full-time on-site role requires leadership of staff, knowledge of trip dispatching, routing, and contract requirements, and the ability to optimize resources.

You will monitor calls, schedules, performance, and quality, conduct reviews, provide coaching, and implement contingency plans to ensure customer satisfaction and operational efficiency.

Qualifications

• Associate degree or higher preferred with relevant management experience.
• Experience in a Call Center environment is required.
• Knowledge of call center systems and workflows.

Responsibilities

• Supervise Dispatch department staff and manage personnel efficiently.
• Understand state contracts related to trip dispatching and rates.
• Conduct employee performance reviews and ensure targets are met.
• Approve, implement, and manage staffing schedules with WFM.
• Monitor workflows to meet productivity and quality goals.
• Lead regular staff meetings and training sessions.
• Coordinate contingency plans during system failures or outages.
• Complete HR paperwork as needed.

Skills

Call center leadership

Customer service leadership

Interpersonal communication

Leadership skills

Basic math/analytical skills

Education

Associate Degree

Tools

Microsoft Office

GPS tracking systems

Job description

Southeastrans, Inc. is seeking a Dispatch Supervisor to oversee the Dispatch department in Madison, WI. This full-time on-site role requires leadership of staff, knowledge of trip dispatching, routing, and contract requirements, and the ability to optimize resources.

You will monitor calls, schedules, performance, and quality, conduct reviews, provide coaching, and implement contingency plans to ensure customer satisfaction and operational efficiency.