OD13-Lead Dispatcher

Robert's Hawaii, Inc.•Honolulu, HI

1d•Onsite

About The Position

This position is responsible for the oversight of the Dispatch office. The individual will oversee the functions, responsibilities and regulations of the dispatchers and dispatch clerks and assist in overseeing daily driver duties. The individual is also responsible for all incidents, accidents and errors within the department. Lead dispatchers train and schedule dispatch staff and provide live coaching throughout their shift to ensure proper coverage and efficiency. They are responsible for maintaining a positive and productive work environment within the dispatch office and for monitoring and providing feedback on staff performance.

Requirements

Meet all "Level 1" requirements
Ability to execute "Level 1" duties and responsibilities proficiently
Proficient knowledge of the Island of Maui ("Landmarks", "Alternate pick up I drop off locations")
Adaptability/Flexibility (Able to re-route drivers as needed to ensure proper service delivery, Able to adapt and adjust to operational procedures as required)
All skills, aptitudes, and abilities of "Level 1"
Ability to make decisions with little or no supervision
Ability to make decisions in the best interest of the company
Knowledge and familiarity of driver qualifications
Knowledge and familiarity of equipment
Knowledge of operational procedures which are venue specific (Various South & West Hotels, Various South & West Restaurants, Activity Landmarks)
Knowledge and familiarity of Agents, both internal and external (Requests from DMC, Series Accounts, etc., Procedures and Guidelines)
Ability to respond quickly and react to emergencies and adverse conditions
Ability to identify possible problems and solutions proactively
BA degree (or equivalent work experience) with minimum 3-5 years experience in dispatching
Able to work a flexible shift and be on-call when needed
Able to travel to various locations
Able to attend all meetings and conferences
Adapts to change, is open to new ideas, takes on new responsibilities, handles pressure, adjusts plans to meet changing needs
Plans for and uses resources efficiently, always looks for ways to reduce costs, creates accurate and realistic budgets, tracts and adjusts budgets, contributes to budget planning
Skilled in the use of computers, adapts to new technology, keeps abreast of changes, learns new programs quickly, uses computers to improve productivity
Communicates well both verbally and in writing, creates accurate and punctual reports, delivers presentations, shares information and ideas with others, has good listening skills
Builds customer confidence, is committed to increasing customer satisfaction, sets achievable customer expectations, assumes responsibility for solving customer problems, ensures commitments to customers are met, solicits opinions and ideas from customers, responds to internal customers
Recognizes problems and responds, systematically gathers information, sorts through complex issues, seeks input from others, addresses root cause of issues, makes timely decisions, can make difficult decisions, uses consensus when possible, and communicates decisions to others
Meets commitments, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, meets attendance/punctuality requirements
Defines position requirements and necessary skills, recruits large applicant pool, prepares for and conducts good interviews, values both experience and potential, selects appropriate candidates, builds teams and complementary skills, promotes diversity in hiring
Tackles problems and takes independent action, seeks out new responsibilities, acts on opportunities, generates new ideas, practices self-development
Deals with others in a straightforward and honest manner, is accountable for actions, maintains confidentiality, supports company values, conveys good news and bad
Has good listening skills, builds strong relationships, is flexible/open-minded, negotiates effectively, solicits performance feedback and handles constructive criticism
Understands duties and responsibilities, has necessary job knowledge, has necessary technical skills, understands company mission/values, keeps job knowledge current, is in command of critical issues
Leads through change and adversity, makes the tough call when needed, builds consensus when appropriate, motivates and encourages others
Sets challenging and productive goals for team, keeps team accountable for actions, provides leadership and motivation, provides resources and support, uses checkpoints and data to track progress, sets up systems and processes to measure results
Applies clear/consistent performance standards, handles performance problems decisively and objectively, is direct but tactful, provides guidance and assistance to improve performance
Operates within the organization's formal and informal structures, builds allies and relationships across departments, uses allies to build consensus and create results, is appropriately diplomatic, understands others' roles and perspectives, can sell projects and ideas across the organization
Defines roles and responsibilities, motivates and challenges employees, delegates effectively, rewards contributions, manages collaboratively
Develops realistic plans, sets goals, aligns plans with company goals, plans for and manages resources, creates contingency plans, coordinates/cooperates with others
Provides feedback and coaching, rewards hard work and risk taking, takes mentoring role, challenges and develops employees, accepts mistakes, provides visibility/opportunity
Is attentive to detail and accuracy, is committed to excellence, looks for improvements continuously, monitors quality levels, finds root cause of quality problems, owns/acts on quality problems
Prioritizes well, shows energy, reacts to opportunities, instills urgency in others, meets deadlines
Creates and communicates a long-term vision, balances short- and long-term goals, keeps own and team's work aligned with overall goals, understands the market and can predict change, understands the industry and the competition, creates and adjusts strategic plans

Responsibilities

Scheduling of shifts
Ensuring proper coverage within the dispatch office
Covering shifts when needed
Approving and denying time off with justification
Assigning and maintaining duties
Developing and maintaining processes and procedures in accordance with the needs of the dispatch operation
Identifying problems within the dispatch operation and addressing as needed to ensure efficiency
Training and coaching staff
Fostering a team-oriented atmosphere
Communicating new procedures efficiently
Understanding and conveying the effect dispatch has on other individuals and departments
Ability to cover all shifts
Monitoring various hour regulations to ensure compliance (70 hour rule, 15 hour rule, 10 hour rule, 8 hour down rule, Over time)
Monitor dispatchers to ensure proper coverage and efficiency (Combining, Consolidating, Preventing dead heading, Overlapping runs, On time performance, Proactive approach to possible incidents)
Maintain clear communication with anyone who encounters the dispatch office
Communication to drivers and dispatch staff regarding policy and procedure changes
Communication with other departments regarding dispatch procedures
Maintaining radio etiquette with dispatch and drivers
Enforcing Company Policy and Procedures (Dress codes, Parking, Maintaining professionalism within the operations)
Effectively Investigating Complaints
Acquire all pertinent information
Respond to agent and/or sales manager
Creating Operational Procedure Memos (Road closures, Procedural changes, Special Events, Company updates)
Documentation (Incidents, Accidents, Errors)
Perform other related duties as assigned or requested