Assistant Dispatch Manager in Baltimore, Maryland at My City Transportation

MyCity Transportation is seeking an Assistant Dispatch Manager for a large Dispatch department. He/she will be responsible for ensuring the Dispatch department maintains effective daily communication with drivers, including those run by subcontractors; to continually monitor service making proactive adjustments to maximize on time performance and productivity; demonstrate effective use of scheduling software, two-way radio communication, telephone, and data analysis skills.

Job Responsibilities:

• Manages and coordinates technical workforce job completion.
• Customer complaint resolution.
• Obtain daily service disruptions in Excel Workbook.
• Oversee improvement in customer satisfaction and dispatch satisfaction.
• Maintain a professional demeanor and appearance.
• Ensure that dispatch personnel are effectively performing linked function between the operators and customers by monitoring the responses to customer service requests and by ensuring appropriate prioritization and dispatch of service requests to Senior Management.
• Provide subordinate coaching and assistance when required.
• Communicate with Management as needed to maximize efficiency and resolve issues.
• Has the authority to make the recommendation to hire and fire and to implement discipline and direct work of Dispatch employees.
• Interviews applicants; Handles employee grievances and complaints.
• Monitor specific charts and daily graphs to ensure that all service calls are being managed and completed in a timely manner.
• Monitor real time call flow, inbound dispatcher availability, Service Levels and other critical call statistics to ensure calls are answered in a timely manner and abandon calls are minimized.
• Fill in as a Dispatcher when required.
• Recommend promotions.
• Ensure overall compliance with various office policies such as: uniforms, use of electronic devices, phone compliance, meal breaks and attendance.

Talent Requirements:

• College Degree in Business Management or Administration or will have degree within the next six (6) months.
• Ability to manage multiple projects while managing 7 day/week operations.
• At least three (3) to five (5) years successful supervisory experience preferred.
• Ability to effectively lead a diverse group of individuals to successfully achieve the goals of the Dispatch Department.
• Ability to learn and demonstrate efficiency in the use of Trapeze.
• Strong customer service skills.
• Ability to work independently and follow directions.
• Ability to adapt and remain flexible in a dynamic environment.