Dispatcher Lead

H-GAC•Houston, TX

3d•Onsite

About The Position

The Houston-Galveston Area Council (H-GAC) is seeking a Dispatcher Lead to serve as the Dispatch Supervisor for their Tow and Go program. This role is crucial for ensuring the safe, efficient, and compliant daily operation of dispatch services, which aim to reduce roadway congestion and improve incident clearance across the region. The Dispatcher Lead will oversee the day-to-day operations of dispatchers, manage schedules, provide training and coaching, conduct performance reviews, and ensure adherence to Standard Operating Procedures (SOP). This is an in-person position requiring work from Houston TranStar.

Requirements

Experience working in a fast-paced environment
Strong customer service skills with the ability to remain calm under pressure
Strong problem-solving abilities and quick decision-making skills.
Effective communication skills, both verbal and written.
Bachelor's degree in an applicable academic discipline or related field of study, or 3-5 years of experience in lieu of education
4 years of experience with local government, nonprofit programs, schools, or in job-related duties

Nice To Haves

Experience with working in dispatching or a call center setting is preferred
Experience in a supervisory role, providing guidance and additional support, is preferred

Responsibilities

Oversee the day-to-day operations of dispatchers to ensure timely and accurate incident response.
Develop schedules and monitor attendance, schedule adherence, and leave usage for dispatching personnel.
Provide emergency coverage during staffing shortage or high-volume events.
Incident review to ensure invoice accuracy and program compliance.
Serve as the primary contact for concerns relating to dispatcher operations and provide resolutions for complaints.
Ensure a high level of customer service to motorists, wreckers, and program partners.
Develop and manage dispatcher schedules to ensure coverage across all shifts.
Provide training, coaching, and mentoring for all dispatchers.
Ensure dispatchers are operating in compliance with policy and guidelines.
Conduct employee performance reviews.
Ensure dispatchers adhere to the program Standard Operating Procedures (SOP).
Update the dispatcher’s Standard Operating Procedures (SOP) and training materials as needed.
Identify opportunities to improve dispatch workflows, operational efficiency, and customer experience.
Track and communicate operational performance through recurring reports.
Serve as a liaison between dispatch operations and internal/external stakeholders.