Manager - OTR Dispatch Center

Quality Carriers•Houston, TX

26d•Onsite

About The Position

The Manager – OTR Dispatch Center provides leadership and operational oversight for the OTR Dispatch Center, managing Specialists – Driver Operations responsible for driver performance, safety, compliance, and service delivery. The position is accountable for dispatch center performance, KPI attainment, and consistent execution of Quality Carriers policies and regulatory requirements. The Manager partners with terminal leadership, corporate operations, Safety, and Human Resources to support freight coverage, asset utilization, driver engagement, and service improvement. The role provides direct leadership to Specialists – Driver Operations, overseeing staffing, workflow coordination, performance management, and professional development. It partners with Human Resources on recruiting, onboarding, employee relations, and disciplinary actions, and serves as the primary escalation point for complex employee, driver, or service-related issues. This is a full-time position based in Houston, Texas, with a Monday-through-Friday schedule from 8:00 a.m. to 5:00 p.m. Travel is less than 10%. The job operates in a professional office environment and routinely uses standard office and computer equipment.

Requirements

High school diploma or equivalent required.
At least four years of experience in transportation, logistics, or dispatch operations.
At least two years of people management or supervisory experience.
Strong leadership and people management skills, including the ability to coach and develop teams.
Excellent verbal and written communication skills.
Strong analytical, problem-solving, and decision-making abilities.
Ability to interpret performance metrics and drive results.
Strong organizational skills and attention to detail.
Ability to function effectively in a fast-paced, time-sensitive environment.
Proficiency with Microsoft Office Suite, Google Workspace, and company-provided dispatch systems and devices, including TMW, ISAAC, TotalMail, and ISAAC tablets.

Nice To Haves

Bachelor’s degree.
Prior experience leading teams in a 24/7 operational environment.

Responsibilities

Oversee day-to-day dispatch center operations, ensuring effective driver management, service delivery, safety, compliance, and performance standards.
Own dispatch center KPIs, analyze performance trends, and implement corrective actions and operational improvements.
Collaborate with terminal leadership, Central Scheduling, Equipment Planning, Safety, and Human Resources to support freight coverage, asset utilization, and regulatory compliance.
Lead continuous improvement initiatives focused on workflow consistency, service excellence, and operational effectiveness.
Oversee staffing, workflow coordination, performance management, and professional development for Specialists – Driver Operations.
Partner with Human Resources on recruiting, onboarding, employee relations, and disciplinary actions in accordance with company policy.
Drive accountability and engagement through coaching, goal setting, performance evaluations, and ongoing feedback.
Serve as the primary escalation point for complex employee, driver, or service-related issues.
Perform other related duties as assigned.