Dispatch Manager

DAVID ROBERTS CONSULTING • Norman, OK

2d • Onsite

About The Position

The Dispatch Manager is responsible for the overall performance, consistency, and operational control of the dispatch center. This role oversees dispatch operations across all shifts to ensure timely trip assignment, effective escalation handling, strong dispatcher performance, and reliable communication between dispatch, drivers, facilities, optimization, and operations leadership. The Dispatch Manager owns dispatch workflows, staffing plans, training standards, performance metrics, and continuous improvement efforts. This full-time position is in the Norman office and works M-F 8a-5p unless business needs require additional hours.

Requirements

• High school diploma required, associate or bachelor's degree in business, logistics, or related field preferred.
• Experience leading dispatch, transportation, logistics, call center, or other high-volume operations teams.
• Demonstrated ability to manage people, staffing, escalation, and workflow consistency in a fast-paced environment.
• Strong written and verbal communication skills.
• Strong data, reporting, and process-improvement skills.
• Tech-savvy, active listener, and experience with data entry.
• Working knowledge of dispatch platforms, routing/optimization tools, and operational reporting systems preferred.
• Ability to handle confidential information appropriately and consistently.
• Operate in highly stressful situations from both internal and external sources, adapting and making decisions as needed.
• Ability to multi-task, interpreting on-going problems and suggesting possible solutions.
• Proven ability to manage time effectively and produce results.

Nice To Haves

• Working knowledge of dispatch platforms, routing/optimization tools, and operational reporting systems preferred.
• High school diploma required, associate or bachelor's degree in business, logistics, or related field preferred.

Responsibilities

• Act as back-up for dispatcher absences and adding support as call flow requires.
• Oversee dispatch operations across all shifts and maintain accountability for daily dispatch center performance.
• Monitor trip flow, service levels, route assignment timeliness, escalation volume, and operational bottlenecks.
• Ensure dispatch maintains statewide awareness of trip volume, route disruptions, and driver coverage issues.
• Serve as the highest-level dispatch escalation point before issues rise to senior operations leadership.
• Directly supervise dispatch supervisors and dispatch personnel.
• Build and maintain dispatcher staffing plans that support 24/7 coverage, service reliability, and workload balance.
• Conduct coaching, performance reviews, corrective action coordination, and staff development.
• Lead dispatcher hiring, onboarding, and training in coordination with HR and operations leadership.
• Maintain and improve dispatch standard operating procedures, escalation protocols, handoff expectations, and communication standards.
• Standardize dispatcher workflows to reduce inconsistency and unnecessary manual intervention.
• Ensure dispatch processes are documented, current, and consistently followed.
• Develop and maintain emergency and exception-handling procedures.
• Coordinate closely with Driver Operations leadership regarding driver availability, call-offs, route feasibility, coverage gaps, and field constraints.
• Serve as the primary liaison between dispatch and optimization/IT teams for workflow issues, system feedback, testing, and process improvement.
• Ensure dispatch feedback is translated into actionable operational improvements.
• Own dispatch performance metrics, including dispatcher productivity, response times, missed pickup trends, reroute frequency, intervention rates, and wait-time impacts.
• Maintain a regular reporting cadence with operations leadership on dispatch performance, staffing, trends, and recurring friction points.
• Use operational data to identify gaps, recommend improvements, and track results over time.
• Forecast dispatch staffing needs based on trip volume, seasonality, and growth.
• Recommend shift structure, staffing adjustments, and workflow changes to improve efficiency, service reliability, and cost control.
• Continuously assess dispatch operations for opportunities to improve route handling, communication flow, dispatcher effectiveness, and operational stability.
• Ensure dispatch operations comply with company policies, confidentiality requirements, HIPAA-related practices, and minimum-necessary handling of client information.
• Monitor dispatch work areas and workflows for compliance with privacy, documentation, and security expectations.
• Ensure dispatch staff are trained in required confidentiality and privacy procedures and that those procedures are consistently followed.
• Provide direct operational support during major incidents, surge periods, or staffing disruptions when needed.
• Perform other duties assigned by leadership.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED