Office Administrator

Werner Enterprises•Little Rock, AR

12d

About The Position

The job posting describes a Dispatch Manager role focused on coaching and motivating Dispatch–Call Center representatives who handle client calls. The manager hires and helps train agents, then supports them by monitoring progress, clarifying expectations, answering questions, and providing ongoing coaching. The role calls for an analytical, supportive, communicative, and attentive leader who helps the team build skills and knowledge to better support customers. The position also involves evaluating team performance, identifying operational issues and potential improvements, preparing reports and analyzing data, and coordinating with supervisors and management to support agents and maximize customer satisfaction. The schedule must be flexible and include availability to work weekends and holidays and address operational issues.

Requirements

2–5 years of call center, customer service, or logistics supervisory experience.
Proficiency with computers, Dispatch–Logistics software applications, phone systems, Microsoft applications, and other operational or client systems.
Exceptional written and verbal communication skills, including professional English; conversational Portuguese is a plus.
Strong understanding of company products, policies, and services, and knowledge of relevant policies, practices, procedures, and requirements or standards.
Ability to coach, train, motivate, and evaluate employees.
Excellent problem-solving, leadership, customer service, organizational, reporting, and dispatch skills.
Ability to establish and maintain effective relationships with employees, contractors, supervisors, and the general public, using courtesy, discretion, and independent judgment.
Ability to safeguard customers’ personal information.
Detail-oriented, analytical, efficient, and thorough; able to multitask in a demanding, high-pressure, high-volume environment.
Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.
Combination of education and 1–2 years of relevant logistics/dispatch experience is collectively considered.

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 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 coaching or learning opportunities, and take corrective action when necessary.
Prepare reports and analyze data to assist management in setting Call Center goals.
Work with supervisors and management team members to support agents and maximize customer satisfaction.
Remain available to address operational issues and work flexible schedules, including weekends and holidays.