Dispatcher

VPNE•Burlington, MA

14d•$18 - $20

About The Position

The Dispatcher schedules and notifies operators and drivers who provide passenger transportation services. The role assigns transportation services, operators, and vehicles; monitors trip status and adjusts assignments to support on-time performance and minimize service disruptions. The Dispatcher also maintains operational logs and records, communicates with operators and operations staff, directs employees, and prepares a detailed report of shift activities using records, logs, and call schedules during shift transition. Travel outside the immediate area is less than 5%.

Requirements

At least 1 year of relevant experience in the transportation industry.
Proficiency in spoken and written English.
Excellent communication skills, including 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 team member.
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 absences, increased service volumes, or potential 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, adjusting or reassigning resources as necessary to support on-time performance.
Maintain attendance logs for operators and other appropriate staff, check-out records, and scheduling and performance data for real-time operations.
Accurately document daily activities related to service and prepare a detailed report of shift activities.
Maintain two-way communication with operators, providing information about customers, cancellations, and directions when needed.
Communicate with operations staff regarding scheduling or passenger issues.
Maintain a professional demeanor and appearance.
Direct employees in the performance of their duties and report staff issues to the Shuttle Operations Manager.
Perform other duties as assigned to support efficient department operations.