Transportation Dispatcher Supervisor

EOE Statement
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Description

Position Summary

The Dispatcher Supervisor has the primary role responsible for the oversight of a team of dispatchers. The Dispatch Supervisor is responsible for coordinating employee schedules, monitoring attendance, and other employee management functions. In addition, the role is responsible for first-level oversight and monitoring of key performance indicators and reports up to the Manager. The Dispatch Supervisor role has the following specialties: Discharged, unscheduled trips, fleet, and vendor. Dispatch Supervisors provide direct oversight of their primary specialty and assist other specialties when needed.

Essential Duties

• Handles calls to verify trip assignment, determines estimated time of arrival, assists connecting driver or vendor and passenger, and general troubleshooting.
• Handles escalated issues and notices of dissatisfaction with tact, skill, and compassion. Demonstrate empathy and understanding for clients (children, seniors, individuals with disabilities or illness).
• Provides customer service assistance including booking trips, and answering basic informational questions.
• Properly deploy and monitor Vehicles and drivers to efficiently transport clients to medical appointments or other engagements to ensure timely pick up and drop off clients.
• Provide excellent and effective communication and customer service to drivers, clients, and network provider and Medical Facilities.
• Assist drivers and network providers with issues or problems related to scheduling, such as coordinating unscheduled (will call) and scheduling hospital discharges.
• Notifies leadership, immediately, of all injuries, accidents, perceived/actual HIPAA breaches, and/or unusual incidents.
• Understand and effectively use dispatch software, document operations appropriately and follow Company policies.
• Assists with complaint investigation/resolution to documentation and resolution.
• Monitors call queue performance in real time to ensure a monthly SLA of 95% of calls are answered in 30 second with an abandonment rate of less than 5% is met.
• Monitors agents in real-time to ensure queue is staffed, dispatchers are logged in and in ready status, and dispatchers with extended call times are provided preemptive support.
• Looks for ways to streamline or improve our quality assurance and operation.
• Works collaboratively with key individuals to properly coordinate maintenance and breakdown of vehicles.
• Completes quality monitors for dispatchers to ensure customer service is exceptional, adherence to company policy is met, and call flow is streamlined.
• Meets twice monthly with dispatchers, in a one-on-one setting, to discuss performance metrics and provide a forum for the employee to provide feedback.
• Maintains evaluation calendar to ensure evaluations are completed by the deadline.
• Completes annual evaluations of dispatcher performance and conducts the annual evaluation meeting.
• Writes and logs disciplinary action for dispatchers and conducts disciplinary action meetings in coordination with human resources.
• Creates weekly reports of key performance indicators for call, agent, trip assignment, and on time performance to present to the leadership team.
• Conducts weekly group meetings with dispatch team to discuss department goals, metrics, and provide a forum for employees to provide feedback in a group setting.
• Provides training to Dispatchers on an initial and regular basis when needed.
• Meets weekly with other Dispatch Supervisors to discuss performance and proactively address issues.
• Schedules dispatchers to take recurring training prior to the expiration date of certifications or as needed to increase performance.
• Responds to complaints against employees sent from the quality assurance.
• Understands the rules and regulations for covered areas including permit requirements, exclusive operating agreements, company policies, and general rules of conduct.
• Other Duties as assigned.

Physical Abilities and Working Conditions

• Vision: Ability to read small print and view a computer screen for prolonged periods.
• Hearing: Ability to tolerate exposure to noisy conditions.
• Speech: Ability to be understood in face-to-face communications, to speak with a level of proficiency and volume to be understood over a telephone or computer.
• Upper Body Mobility: Ability to use hands to grasp, and manipulate small objects; manipulate fingers, twist and bend at wrist and elbow; extend arms to reach outward and upward; use hands and arms to lift objects; turn, raise, and lower head.
• Strength: Ability to lift, push, pull and/or carry objects which weigh as much as 5 or more pounds on a frequent basis. Incumbent may be required to physically restrain parties involved in a conflict.
• Environmental Requirements: Ability to encounter constant work interruptions; work cooperatively with others; work independently; work indoors.
• Mental Requirements: Ability to read, write, understand, interpret, and apply information at a moderately complex level essential for successful job performance; math skills at a high school proficiency level; judgement and the ability to process information quickly; learn quickly and follow verbal procedures and standards; give verbal instruction; rank tasks in order of importance; copy, compare, compile, and coordinate information and records. Understand how to manage stress.
• Additional Work Conditions & Physical Abilities: Ability to be flexible and adapt as needed between various in-person working environments.

Position Requirements

Minimum Requirements

Education

• High School Diploma or GED required.
• Associate's degree preferred.

Certification

• N/A

Full-Time/Part-Time
Full-Time

Shift
Various Shifts

Pay Range
$21-$28

Position
Transportation Dispatcher Supervisor

Hiring Manager(s)
Gloria Chagolla

Location
Corporate Office

This position is currently accepting applications.