Transportation Supervisor-(Dispatch) - Villa Rica - Southeastrans

    Southeastrans
    Southeastrans Villa Rica

    3 days ago

    Description
    SUMMARY

    To supervise operations in the Dispatch department which facilitates the maximization of resources (human and automated) to achieve customer satisfaction, productivity, schedule adherence and economic goals. Plan and develop strategies and procedures to improve the operating quality and efficiency of the department.

    ESSENTIAL FUNCTIONS
    • Performs all necessary supervisory functions to effectively and efficiently manage the personnel within the Dispatch department.
    • Thorough knowledge of the various state contracts especially as it pertains to trip dispatching, routing, call handling, and rates related to trip disbursement
    • Communicates areas of accountability and performance expected of personnel. Conducts employee performance reviews and ensures staff performance targets are met on a daily, weekly, and monthly basis. Reviews ongoing performance results to targets. Takes immediate corrective measures and escalates as needed.
    • Approves, implements, and manages staffing schedules provided by WFM. At times may need to tweak scheduling temporarily to maximize performance.
    • Provides regular monitoring and review of all work types (calls, work requests, tickets, etc.) to ensure that contractual and organizational quality standards are met. Responsible for meeting departmental productivity and quality goals
    • Holds regular staff meetings to communicate business objectives
    • Executes contingency plans as needed; escalates and directs activities during systems failures, outages, disasters, etc. Identifies potential problems, troubleshoots, and escalates issues to local and network management; participates in post-mortem analysis of system/program malfunctions providing input for future process improvements.
    • Identifies additional training needs, plan training sessions, and track performance improvement.
    • Maintains a favorable working relationship with all other company employees to foster and promote a cooperative and harmonious working climate that will be conducive to maximum employee morale, productivity, and efficiency/effectiveness.
    • Always projects a favorable image of the company to promote its goals and objectives.
    • Evaluates departmental processes. Recommends and coordinates needed changes based on process analysis
    • Conducts interviews, hires new staff, performs terminations where necessary, and provides employee orientation
    • Coaches and provides career development advice to staff
    • Serves on committees and teams as a department representative and occasionally performs other duties as assigned
    • Complete HR paperwork as needed
    PREFERRED QUALIFICATIONS
    • 2 or more years of Transportation/Dispatch management experience in a Call Center environment
    • Experience with GPS tracking systems
    • College Degree
    • Proficiency with the Microsoft Office products suite
    MINIMUM QUALIFICATIONS
    • High school diploma or equivalent required
    • Prior Call Center leadership experience
    • Knowledge of call center systems (Telephony, Call Routing, Ticket/Case Management, Workforce Management, etc.)
    • Basic reading, writing, and arithmetic skills required
    • Excellent interpersonal, communication, and leadership skills
    • Knowledge of creative education and training techniques
    • Mastery of basic computer navigation
    • Ability to assess individual and departmental needs and execute effective strategies to address those needs
    • Strong organizational skills, including time management and documentation
    Physical Demand:

    The work is mostly sedentary with periods of light physical activity, and is performed in the office. Typical positions require workers to walk or stand for long periods; lift and carry up to 20 pounds; climb stairs, bend, reach, hold, grasp, and turn objects; and operate computer or typewriter keyboards. The work requires the ability to speak normally and use normal or aided vision and hearing. Subject to work beyond the normal scheduled hours of work to attend evening meetings and work sessions.

    Work Environment:

    The noise level in the work environment is usually moderate.
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