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Dispatch Operations Manager

Company: Midatlantic
Location: Brandywine
Posted on: May 15, 2024

Job Description:

MidAtlantic Warehouse is seeking a *Dispatch Operations Manager *who will provide direction to and maintain two-way communications with all dispatchers while monitoring system performance and making adjustments where necessary to maximize on-time performance, minimize customer wait times.*Job Responsibilities:** The company vision, values and culture are understood, communicated and positively promoted.* Set positive example for dispatch agents by providing consistent support and positive leadership.* Responsible for positive employee morale and quality customer service.* Proactively assess staffing needs as determined by service hours and peak call periods.* Define and publish staff schedules based on service demand and in accordance with collective agreements.* Recommend personnel for promotion, demotion or reclassification.* Ensure prompt investigation and resolution of complaints and incidents as relates to direct reports and in compliance with company policy and collective agreement.* Impose discipline according to company policy and in compliance with collective agreements including suspension or termination of employment.* Participate in and advise senior management regarding labor relations strategies and relationships.* Respect and maintain the confidentiality of all employee records, business records, client and customer information, data and other information not otherwise available to the public.* Ensures all safety regulations are being observed and all training methods are adequate and effective.* Ensure dispatch protocols follow both client and company policies and procedures.* Organize and coordinate dispatch agent training programs for new hires and refresher customer service training programs for department personnel.* Prepares, verifies, and authorizes employee schedules and work records for payroll purposes.* Assigns work duties to qualified employees to ensure adequate coverage of all shifts.* Monitor dispatch performance as it relates to driver incidents, equipment failure, vehicle breakdowns, and other potential service disruptions.* Monitor dispatch agents to ensure timely communication of passenger cancellations or changes as required.* Provides dispatch coverage during peak service times and during employee shortages* Maintain a safe work area and a focus on safety to reduce the opportunity for injury to self or other employees.* Maintain accurate records and appropriate filing systems.*Qualifications** Two (2) years supervisory or management experience in the transportation industry. Supervisory experience of a work group in a different industry may be substituted at the companys sole discretion.* Excellent customer service skills.* Must work effectively with fellow employees and have strong leadership characteristics.* Must have good time management skills and ability to manage multiple tasks concurrently.* Requires flexible hours, including weekends.*Knowledge, Skills, and Abilities:** Knowledge of windows-based computer operating systems and functional knowledge of wordprocessing, spreadsheet and presentation software.* Strong organizational skills, filing and file maintenance.* Ability to read, write and speak English.* Ability to communicate effectively at all levels.* Able to use multi-line phone system.* Ability to handle multiple tasks accurately and effectively.* Ability to work independently and objectively.* Provide excellent customer service and present a professional demeanor and appearance.Maintain attendance within policy.Job Type: Full-timePay: $35,000.00 - $50,000.00 per yearBenefits:* 401(k)* Dental insurance* Employee assistance program* Employee discount* Health insurance* Life insurance* Paid time off* Vision insuranceSchedule:* 8 hour shiftWork Location: In personby Jobble

Keywords: Midatlantic, Washington DC , Dispatch Operations Manager, Executive , Brandywine, DC

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