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 and vehicles, monitors operators and trip status, and makes adjustments to support on-time performance and minimize service disruptions. At the end of each shift, the Dispatcher prepares a detailed report of shift activities using records, logs, and schedules of calls received during the transition. The Dispatcher also maintains operational records, communicates with operators and operations staff, and directs employees in the performance of their duties.

Requirements

At least 1 year of relevant experience within 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.
Excellent 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.
Travel outside the immediate area is less than 5%.

Responsibilities

Dispatch operators and drivers.
Assign transportation services.
Assign stand-by or extra-board operators when operators are absent, service volumes increase, or traffic, vehicle malfunctions, operator problems, or emergencies threaten service continuity.
Assign vehicles while considering preventive maintenance schedules and capacity needs.
Monitor operators and trip status, making adjustments and reassignments as needed to ensure 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 customer information, cancellations, and directional assistance when necessary.
Communicate effectively with operations staff about scheduling or passenger issues.
Maintain a professional demeanor and appearance.
Direct employees in the performance of their duties.
Report staff issues to the Shuttle Operations Manager.
Perform other duties as assigned to ensure efficient department operations.
Prepare a detailed report of all activities occurring during the shift.