Director of 24 Hour Emergency Dispatch Center

All Fleet Inc is a multifaceted diesel repair company providing 24-hour road service. We are looking for a dynamic individual to be a to be a Director of a 24 Hour Emergency Dispatch Center who will oversee dispatching for a fleet of 100 technicians for over the road repair. Industry or Call center experience is required.

You will be managing a team of inbound/outbound breakdown coordinators and managers and who are supporting customers, calling in due to a breakdown and requesting immediate repair service, or needing standard service. For each call, they will gather the details including the problem with the truck/trailer or vehicle, the driver's location, and any special information. Then they dispatch a local mobile technician to diagnose the problem.

To excel in this position, all candidates should be able to multi-task in fast-paced conditions. In addition to being an excellent communicator, the ideal candidate will also demonstrate superb organizational and interpersonal skills.

Director of a 24 Hour Emergency Dispatch Center duties:

• Fully understands the tasks of the department and works on improving practices with direction from the executive team.
• Works with existing staff and managers to give the best customer service
• Set a good example for the staff and maintain a positive professional demeanor
• Build up team morale and ensures company’s culture and vision are properly represented
• Make sure staff follows procedures/policies/guidelines to provide the best possible customer service.
• Reviews invoices made by the CSAs to ensure accuracy and sent to the customer in a timely fashion.
• Monitors/reviews phone calls to ensure quality control.
• Maintains technician-CSA relationships to ensure a professional and ethical relationship is maintained between
• Works with the shift managers on giving reviews and coach the staff.
• Run and analyze reports for tech hours to ensure proper distribution of work, phone call statistics, etc.
• May need to take a phone call from a member of the team while not on in the office to answer a question
• Works with the managers to create a schedule and ensures full coverage.

Minimum Requirements:

• Bachelor's degree.
• 3 to 5 years customer service/call center management experience.
• Demonstrated leadership skills to effectively coach, develop and motivate a high-performing team.