Office Administrator

Werner Enterprises•Little Rock, AR

10d

About The Position

The posting describes a Dispatch Manager role responsible for coaching and motivating Dispatch–Call Center representatives. The manager hires and trains employees, supports them after training, monitors their progress, answers questions, and provides ongoing coaching so they can meet performance expectations and support customers effectively. The role requires an analytical, supportive, communicative, and attentive approach. The manager also ensures agents follow objectives, performance standards, and policies; identifies operational issues and suggests improvements; evaluates performance and takes corrective action when needed; and prepares reports and analyzes data to help management set goals. The manager works with supervisors and management to support agents and maximize customer satisfaction. The posting also says the position requires flexible scheduling, including weekends and holidays, and availability to address operational issues.

Requirements

2–5 years of supervisory experience in call center, customer service, or logistics.
Proficiency with computers, Dispatch–Logistics software applications, and phone systems.
Exceptional verbal and written communication skills.
Strong understanding of company products, policies, and services.
Ability to coach, train, motivate, and evaluate employees.
Excellent problem-solving, leadership, and customer service skills.
Analytical, efficient, and thorough approach.
Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.
A combination of education and 1–2 years of relevant logistics or dispatch experience is considered.
Ability to establish and maintain effective relationships with employees, contractors, supervisors, and the public, using courtesy, discretion, and independent judgment.
Excellent organizational, leadership, communication, and reporting skills.
High energy and ability to motivate others.
Routing and dispatch skills.
Computer proficiency with Microsoft applications and other operational or client systems.
Ability to safeguard customers’ personal information.
Detail-oriented, analytical problem-solving ability and ability to multitask in a demanding, high-pressure, high-volume environment.
Knowledge of relevant policies, practices, procedures, and requirements or standards.
Crisp and effective written and verbal communication, with follow-through.
Ability to read and speak professional English.
Ability to work flexible schedules, including weekends and holidays, and be available to address operational issues.

Nice To Haves

Conversational Portuguese.

Responsibilities

Hire, train, and prepare Dispatch–Call Center representatives to respond to customer questions and complaints and troubleshoot service or product problems.
Ensure agents understand and comply with Dispatch–Call Center objectives, performance standards, and policies.
Answer agent questions about best practices and difficult calls.
Identify operational issues and suggest possible improvements.
Monitor and evaluate agent performance, provide learning and coaching opportunities, and take corrective action when necessary.
Prepare reports and analyze data to assist management in determining Dispatch–Call Center goals.
Work with other supervisors and management team members to support agents and maximize customer satisfaction.