Dispatcher

VPNE•Burlington, MA

13d

About The Position

The Dispatcher schedules and notifies operators and drivers to service passenger transportation vehicles. At the end of each shift, the Dispatcher prepares a detailed report of shift activities using records, logs, and call schedules, including information gathered during shift transitions. The role assigns transportation services, operators, and vehicles; monitors trip status and performance; maintains operational records; communicates with operators and operations staff; and directs employees in performing their duties. The Dispatcher reports staff issues to the Shuttle Operations Manager and performs other duties as assigned to support efficient departmental operations.

Requirements

At least 1 year of relevant experience in the transportation industry.
Proficiency in spoken and written English.
Excellent communication skills and the ability to adapt to changing situations and listen to feedback.
Proven customer service and interpersonal skills.
Attention to detail.
Poise, tact, diplomacy, sound judgment, and discretion.
Strong verbal and written communication skills.
Organizational and time-management skills.
General knowledge of Windows-based computer operating systems and Microsoft Office.
Ability to work as a member of a team.
Ability to interact professionally with internal and external customers at all levels and work well with diverse groups.
Ability to adapt and remain flexible in a fast-paced environment.
Ability to use a multi-line phone system and handle multiple tasks concurrently.

Responsibilities

Dispatch operators and drivers and assign transportation services.
Assign stand-by or extra-board operators when there are operator absences, increased service volumes, or potential service disruptions caused by traffic, vehicle malfunctions, operator problems, or emergencies.
Assign vehicles while considering preventive maintenance schedules and capacity needs.
Monitor operators and trip status, making adjustments and reassignments as needed to support on-time performance.
Maintain attendance logs for operators and other appropriate staff.
Maintain check-out records.
Maintain scheduling and performance data during real-time operations.
Accurately document daily activities related to service.
Maintain two-way communication with operators, providing information about customers, cancellations, and directional assistance when needed.
Communicate with operations staff about scheduling or passenger issues.
Maintain a professional demeanor and appearance.
Direct employees effectively in the performance of their duties.
Report staff issues to the Shuttle Operations Manager.
Perform other duties as assigned to ensure efficient department operations.