Dispatch Manager

Aston Carter•Indianapolis, IN

1d•$55,000 - $60,000•Onsite

About The Position

The Member Services Manager plays a key role in leading Emergency Roadside Services operations. This position is responsible for building, developing, and supporting a highly engaged team of dispatchers and contact center associates who deliver an exceptional member experience during roadside emergencies. The role oversees daily team operations, provides ongoing coaching and development, and collaborates closely with internal and external partners to ensure service excellence. There are 15 people total that they would lead and manage.

Requirements

Experience coming from Dispatching, Logistics Coordination, or similar type of role
Ability to handle and deescalate situations that arise
Team player - looking for someone who isn't wanting to come in and make new rules, just need someone who can come in and support the team they have and lead through what they already have set up.
Leadership experience (team lead, manager, supervisor, etc)

Responsibilities

Lead a team of up to fifteen associates and oversee all aspects of contact center operations.
Create a positive and engaging work environment for both on site and remote team members.
Manage staffing, scheduling, and daily workflow for the assigned team.
Fulfill leadership responsibilities in accordance with organizational policies and applicable laws, including interviewing, hiring, training, assigning work, evaluating performance, and addressing employee concerns.
Implement action plans to achieve departmental goals within established timelines.
Establish and maintain department systems, procedures, policies, and performance standards.
Support the rollout of quality standards and new products or services.
Monitor and manage internal and external expenses to ensure cost effective operations.
Prepare and coordinate required reports, statistics, and special projects.
Serve as a liaison between internal departments and partner organizations.
Review team performance and continuously improve key service metrics such as response time and service availability.
Collaborate with field operations and fleet teams to ensure timely coverage of all service calls and exceed member expectations.
Coordinate system maintenance and enhancements with the MIS team to ensure uninterrupted twenty four hour service.
Perform additional responsibilities as assigned by management.