Dispatch Manager

MV Transportation•El Monte, CA

9d•$68,000 - $80,000

About The Position

MV Transportation is seeking a Dispatch Manager to provide direction and maintain two-way communication with all dispatchers. This role involves monitoring system performance and making necessary adjustments to maximize on-time performance, minimize customer wait times, and reduce service disruptions. The Dispatch Manager is primarily responsible for ensuring on-street service meets scope-of-work requirements, including vehicle and driver assignments, modifications, and adjustments due to various operational factors. This position also involves managing staff schedules, recruitment, employee relations, ensuring safety regulations are followed, and overseeing training programs. The role requires maintaining accurate records and ensuring efficient dispatch operations.

Requirements

High School, or GED equivalent, minimum
Must have a minimum of three (3) years of experience in ADA paratransit dispatching and have advanced working knowledge of the RSDS functions used in dispatching operations.
Three (3) years supervisory or management experience in the transportation industry. Supervisory experience of a work group in a different industry may be substituted at the company’s sole discretion.
Substantial experience in the operation phases of a transit organization.
Excellent customer service skills.
Must have strong skills to resolve situational challenges.
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 long days and weekends.
Must have the 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

Paratransit experience preferred.

Responsibilities

Ensure that on-street service is provided per scope-of-work requirements, including but not limited to, vehicle assignments, Driver assignments, assignment modifications, adjustments due to traffic, collision, incidents, weather, cancellations, no shows, vehicle breakdowns, etc.
Attend and participate in bimonthly Agency Dispatch Supervisor Meetings.
Communicate and positively promote the company vision, values, and culture.
Set a 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, including suspension or termination of employment.
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.