Dispatch Supervisor (AAA)

MTM Transit•Phoenix, AZ

2d•Onsite

About The Position

The Supervisor, Dispatch is responsible for managing the performance and productivity of the Dispatch team. The Supervisor, Dispatch will assure all personnel are properly trained, knowledgeable and proficient in all aspects of Dispatch. The Supervisor, Dispatch will manage employee personnel issues, maintain appropriate staffing for all shifts, ensure compliance with all company policies, and ensure all trip routing and scheduling activities are completed in a timely manner. This position is located onsite in our Phoenix location - 4525 E. University Dr. Phoenix, AZ 85034 Shift: Monday-Friday, 1PM To 10:00PM

Requirements

High School Diploma or G.E.D.
2+ years of previous experience in customer service or dispatch operations
1+ years of previous experience in a leadership or supervisory role (2+ years preferred)
Maintain a high level of professionalism with all peers, clients, and members
Ability to work within a team-oriented environment
Ability to read and respond to Outlook and Workday emails within 24 hours of receipt
Ability to problem-solve in a collaborative, professional manner
Adhere to all company policies and procedures
Maintain a clean and orderly workspace
Demonstrate excellent time management skills
Propose process improvements, as well as work with internal/external partners to support solutions
Demonstrate professional communications skills including proper grammar and spelling with all written and oral communications
Ability to schedule, organize and prioritize multiple tasks
Moderate to advanced computer skills
Ability to maintain positive attitude and team focused during high stress situations
Ability to maintain high level of confidentiality
Must be able to communicate with staff of all job levels professionally
Must be able to demonstrate effective use of scheduling software, two-way radio communication and data analysis skills
Knowledge of basic safety and training procedures
Skills in the use of computers, including Microsoft Word, Excel and other Microsoft applications
Regular attendance is required

Nice To Haves

Previous experience with routing and scheduling software preferred
Knowledge of GPS and GIS systems preferred

Responsibilities

Responsible for the employee experience during the integration process
Monitor and ensure Dispatchers provide a high level of service to Customers, Drivers and third party vendors
Monitor all staff productivity and progress towards meeting defined KPIs
Ensure all daily dispatch tasks are completed in a timely and accurate manner
Escalate issues with trip routing and scheduling to appropriate internal stakeholders
Ensure issues with dispatch task completion are appropriately documented and communicated to relevant leadership and internal stakeholders
Ensure all staff are provided the training and resources necessary to effectively complete assigned tasks
Assist with the development and administering of staff training programs
Act as a resource to staff, answering questions and assisting with escalated issues as appropriate
Proactively coach staff members on areas of opportunity for performance improvement and development opportunities
Conduct monthly meetings with employees to evaluate employee performance
Manage employee discipline process in adherence to MTM policies
Manage the employee recruitment process in adherence to MTM policies
Partner with workforce management to ensure staffing levels are maintained for all shifts
Regular attendance is required
Perform additional duties as assigned or required