Dispatch Manager

MV Transportation•Lancaster, CA

21h•Onsite

About The Position

MV Transportation is seeking a Dispatch Manager who will provide direction to and maintain two-way communications with all dispatchers, road supervisors and operations supervisors while monitoring system performance and making adjustments where necessary to maximize on-time performance, minimize customer wait times for on-call or will-call services, minimize service disruptions as a result of vehicle or operator availability or emergency situations. 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. Recruit, interview and select employees in compliance with MVT hiring practices and minimum standards of qualification. 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 Ensure dispatchers assign will-call and same day trips to available and appropriate. vehicles in order to ensure on-time performance, minimize wait and ride times and to maintain system productivity. Ensure dispatchers document accurately and appropriately daily events related to service. Manage vehicle pull-outs according to schedule and/or customer expectations. Maximize wage to revenue percentages and minimize non-revenue and overtime wages. Define and publish driver schedules based on service demand and in accordance with collective agreements. 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. Supervises Drivers and Window Dispatch staff. Monitors operations daily. Reviews staff schedules and daily manifests for efficiency and operational performance. Creates reports and compiles all necessary documentation both current and historical relating to operational issues. Counsel/coach Drivers and Dispatchers as required. Enforce the procedures and policies delineated in the Employee Handbook, CBA, and local division procedures. Respond to client requests. Interface with other division personnel to insure the achievement of division goals. Any other duties assigned.

Requirements

Three (3) years supervisory or management experience in the transportation industry.
Substantial experience in the operation phases of a transit organization.
Excellent customer service skills.
Strong working knowledge of Trapeze and the skills to resolve situational challenges.
Ability to work effectively with fellow employees.
Strong leadership characteristics.
Good time management skills and ability to manage multiple tasks concurrently.
Ability to recruit and develop staff to deliver reliable service product.
Knowledge of service area and system parameters.
Proficient in Microsoft Office software.
Demonstrated ability to manage with a “Safety First” attitude.
Knowledge of windows-based computer operating systems and functional knowledge of word processing, 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.
Strong organizational and analytical skills.
Ability to effectively delegate tasks and provide appropriate supervision and follow up to department staff.
Provide excellent customer service and present a professional demeanor and appearance.
Maintain attendance within policy.

Nice To Haves

Supervisory experience of a work group in a different industry may be substituted at the company’s sole discretion.
Paratransit experience preferred.

Responsibilities

Provide direction to and maintain two-way communications with all dispatchers, road supervisors and operations supervisors.
Monitor system performance and make adjustments where necessary to maximize on-time performance, minimize customer wait times, and minimize service disruptions.
Promote the company vision, values, and culture.
Set a positive example for dispatch agents by providing consistent support and positive leadership.
Ensure positive employee morale and quality customer service.
Assess staffing needs based on service hours and peak call periods.
Define and publish staff schedules based on service demand and in accordance with collective agreements.
Recruit, interview, and select employees in compliance with MVT hiring practices and minimum standards of qualification.
Recommend personnel for promotion, demotion, or reclassification.
Ensure prompt investigation and resolution of complaints and incidents related to direct reports.
Impose discipline according to company policy and in compliance with collective agreements.
Participate in and advise senior management regarding labor relations strategies and relationships.
Maintain confidentiality of employee records, business records, client and customer information.
Ensure all safety regulations are observed and training methods are adequate and effective.
Ensure dispatch protocols follow client and company policies and procedures.
Organize and coordinate dispatch agent training programs.
Prepare, verify, and authorize employee schedules and work records for payroll purposes.
Assign work duties to qualified employees to ensure adequate coverage of all shifts.
Monitor dispatch performance related to driver incidents, equipment failure, vehicle breakdowns, and other potential service disruptions.
Monitor dispatch agents to ensure timely communication of passenger cancellations or changes.
Provide dispatch coverage during peak service times and employee shortages.
Ensure dispatchers assign will-call and same-day trips to available and appropriate vehicles.
Ensure dispatchers accurately document daily events related to service.
Manage vehicle pull-outs according to schedule and/or customer expectations.
Maximize wage to revenue percentages and minimize non-revenue and overtime wages.
Define and publish driver schedules based on service demand and in accordance with collective agreements.
Maintain a safe work area and a focus on safety.
Maintain accurate records and appropriate filing systems.
Supervise Drivers and Window Dispatch staff.
Monitor operations daily.
Review staff schedules and daily manifests for efficiency and operational performance.
Create reports and compile necessary documentation relating to operational issues.
Counsel/coach Drivers and Dispatchers as required.
Enforce procedures and policies delineated in the Employee Handbook, CBA, and local division procedures.
Respond to client requests.
Interface with other division personnel to ensure the achievement of division goals.
Perform any other assigned duties.