Dispatch Supervisor

Modivcare • Edison, NJ

2d • Onsite

About The Position

Modivcare is seeking an experienced Dispatch / Customer Advocate Supervisor to ensure timely services for clients through subcontracted transportation providers. This role involves oversight and management of provider relationships, ensuring contract regulations are enforced, and collaborating with other departments to achieve performance criteria. The position oversees the trip assignment process, implements alternative transportation options, and partners with providers to resolve issues. It also involves recommending and implementing improvements, maintaining communication with stakeholders, and providing guidance to advocates on escalated trip assignments. The supervisor determines appropriate staffing and resources, coaches employees on performance and career development, and mentors them on HR processes. Recognizing contributions, driving employee satisfaction and retention, and managing budgets are also key aspects of this role. Occasional business travel may be required.

Requirements

• Bachelor’s Degree required.
• Four (4) plus years of experience.
• Up to one (1) year of leadership responsibility.
• Or equivalent combination of education and/or experience.
• Strong thinking and reasoning skills with the ability to solve problems effectively.
• Excellent verbal and written communication skills with the ability to communicate clearly and concisely.
• Strong customer service skills with the ability to address customer needs while following company procedures.
• Ability to make critical decisions while adhering to company procedures.
• Strong interpersonal skills with the ability to work effectively with a variety of personalities and individuals.
• Strong management and organizational skills with the ability to influence others and make responsible decisions.
• Proficiency in Microsoft Word, Excel, Outlook, and PowerPoint.
• Ability to proactively identify solutions to work-related problems, follow instructions, and complete assignments in a timely manner.
• Ability to effectively build relationships with customers and coworkers.
• Ability to complete assigned tasks in stressful situations.
• Knowledge of quality improvement tools and processes.

Nice To Haves

• Experience with demand-response transportation management is a plus.
• Experience in a call center environment is a plus.

Responsibilities

• Ensures all contract regulations are enforced.
• Collaborates closely with other departments to foster alignment and achieve established performance criteria.
• Oversees the trip assignment process.
• Implements alternative transportation options, including public transit, recipient reimbursement, and volunteer or independent driver programs.
• Partners with transportation providers to address and resolve transportation-related issues.
• Recommends and implements improvements to enhance team performance.
• Maintains open lines of communication with team members, company representatives, facilities, transportation providers, and local and state authorities.
• Provides guidance to advocates on difficult and/or escalated trip assignments.
• Determines appropriate staffing and resources to achieve goals and objectives.
• Coaches employees on performance gaps, career development opportunities, and strategies.
• Mentors and coaches employees on human resources processes, including onboarding, performance management, employee relations, compensation, and rewards.
• Recognizes others’ contributions and shares credit for success.
• Drives employee satisfaction and retention through the development of programs and initiatives that support a positive team environment.
• Prepares and manages assigned budgets, analyzes variances, and initiates corrective actions to maximize operational performance.
• May lead projects and perform other duties as assigned.

Benefits

• Medical, Dental, and Vision insurance
• Employer Paid Basic Life Insurance and AD&D
• Voluntary Life Insurance (Employee/Spouse/Child)
• Health Care and Dependent Care Flexible Spending Accounts
• Pre-Tax and Post --Tax Commuter and Parking Benefits
• 401(k) Retirement Savings Plan with Company Match
• Paid Time Off
• Paid Parental Leave
• Short-Term and Long-Term Disability
• Tuition Reimbursement
• Employee Discounts (retail, hotel, food, restaurants, car rental and much more!)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level