Lead Dispatcher

MV Transportation • Thousand Oaks, CA

150d • $29

About The Position

MV Transportation is seeking a Lead Dispatcher to provide direction to and maintain two-way communications with all operators while monitoring system performance and making scheduling adjustments where necessary to maximize on-time performance, minimize customer wait times for on-call or will-call services, minimize service disruptions as a result of vehicle/operator availability and/or emergency situations. This is the senior non-exempt dispatcher position and includes supervisory duties.

Requirements

• Able to work in a fast-paced environment.
• Experience in Paratransit scheduling utilizing Trapeze PASS.
• Possess excellent communication and decision-making skills.
• Excellent attendance record.
• Excellent verbal and written communication skills.
• Telephone speaking and or call center experience.
• Computer experience.

Responsibilities

• On-Time Performance meets contract requirement.
• Minimal dispatch related customer complaints.
• Telephone hold time minimized and within contract requirements.
• Emergency situations handled according to local policy and with proper notification and documentation.
• Maintain scheduling and performance data in the event of real-time operations.
• Provide assistance to operators in the event of emergency or vehicle malfunctions, communicating with operations, safety and maintenance staff where appropriate.
• Reschedule trips as necessary in the event of vehicle malfunction, traffic, or emergency situations.
• Assign will-call and same day trips to available and appropriate vehicles in order to ensure on-time performance, minimize wait and ride times, and to maintain system productivity.
• Reconcile trip manifests and fares collected by operators upon check-in.
• Provide assistance to passengers in using the service as well as when inquiring about individual trip status.
• Document accurately and appropriately daily events related to service.
• Maintain a safe work area and a focus on safety to reduce the opportunity for injury to self or other employees.
• Communicate effectively with operations staff regarding scheduling or passenger issues.
• Open and/or close facility depending upon work shift.
• Maintain professional demeanor and appearance.
• Maintain attendance within policy.
• Oversee supervisor calls and provide direction as needed.
• Assist with same day reschedules ensuring productive runs.
• Review and answer complaints pertaining to dispatch or dispatch events.
• Handle multiple tasks accurately and effectively in a fast-paced environment.
• Maintain two-way communication with operators, providing information on customers, cancellations, and directional assistance where necessary.
• Monitor operators and trip status, adjusting and reassignments as necessary to ensure on time performance.
• Accurate and consistent documentation of daily items including operator attendance, passenger and scheduling issues, vehicle problems, emergency situations and other daily events or disruptions.
• Spare vehicles effectively used to ensure vehicle availability for preventive maintenance program.
• Answer passenger calls collecting all necessary trip information, accessing same day dispatch data to convey accurate arrival times and pick up locations to passengers.
• Provide system information for current and new passengers as well as for potential passengers on accessing the transportation service and using it effectively.
• Provide feedback to passengers in the way of follow-up calls as a course of duty or as required by schedule changes.
• Communicate passenger cancellations in a timely manner to scheduling, dispatch, or vehicle operations personnel.
• Maintain up to date passenger records in customer database, making all necessary changes in status, client contact information, fare/rider type or other important field entries.
• Ability to handle multiple tasks accurately and effectively.
• Excellent customer service.
• Team player and helpful to staff, management, and peers.

Benefits

• Starting pay rate: $29.50/hour

What This Job Offers

• Number of Employees: 5,001-10,000 employees