Supervisor, Dispatch - Pasadena, United States - Call the Car
Description
TITLE:
Dispatch Supervisor
BASIC JOB PURPOSE:
Under the supervision of the Dispatch Manager, 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 Dispatch Manager.
The Dispatch Supervisor role has three specialties:
ambulance, fleet, and vendor. Dispatch Supervisors provide direct oversight of their primary specialty and assist other specialties when needed.
SUPERVISION RECEIVED:
Reports directly to the
Dispatch Manager(s) or designee.
TYPICAL WORKING CONDITIONS:
Office environment. May require evening and/or weekend work. Working under stress. The position requires long periods of sitting, standing, kneeling, bending, and lifting at least 25 lbs.
RESPONSIBILITIES/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.
- Processes cancellations and passenger no shows and notifies drivers or vendors when necessary.
- Documents information in the system relevant to calls and interactions.
- Confirms driver estimated time of arrival for active monitoring, by request from passenger, or the call center.
- Processes request to activate an unscheduled (will call) reservation and coordinates with the driver or vendor to dispatch a vehicle.
- Ensures all trips are scheduled satisfactorily according to all policies and procedures.
- Ensures trip assignment meets passenger's requests and service needs and makes courtesy outbound calls to passengers when requests cannot be fulfilled.
- Provides excellent customer service, consistent with the company brand, to passengers, clients, vendors, and to the call center.
- Adapts to fluctuations in the transportation network, policies, and work volume changes.
- Screens calls for access to passenger accounts, handles confidential information as expected by company policy, and limits conversations to only relevant information to complete a task.
- Maintains a high level of accuracy with all aspects of the position.
- Notifies leadership, immediately, of all injuries, accidents, perceived/actual HIPAA breaches, and/or unusual incidents.
- Any other duties as assigned by management.
- Handles escalated supervisor calls from dispatchers on any dispatch team and attempts to deescalate the call by satisfying the callers' concerns.
- Reviews employee timekeeping daily to identify errors, late arrivals, early departures, overtime, and occurrence thresholds by employee and team.
- Ensures employees take scheduled lunch and breaks as expected based on company policy and labor laws.
- Approves employee timecards to close payroll each pay cycle.
- Submits analysis and explanation for justification to receive approval for overtime to leadership.
- Monitors call queue performance in real time to ensure a monthly SLA of 80% 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.
- 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 department.
- Understands the rules and regulations for covered areas including p
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