Dispatch Manager

Summary

The primary responsibility of the towing dispatch supervisor is supporting the dispatch staff in their objective of managing our fleet resources to meet or exceed customer expectations and to optimize productivity. The dispatchers and call takers directly report to the Dispatch Supervisor, who is their primary contact. The Dispatch supervisor is considered the lead dispatcher and acts as a reliable and consistent resource for the dispatch staff. The Dispatch supervisor will work with the leadership team to develop and implement efficient and effective dispatch training and resources to ensure calls are answered and customers are handled to our service standards.

The Dispatch Supervisor uses a desktop computer, CAD dispatch software, GPS and map software, a multi-line phone, cell phone and other hardware as required. They are expected to check emails, review, and prepare written and verbal training materials, and be available when to direct reports outside of scheduled shift.

Duties & Responsibilities

• Prepare and deliver the dispatchers and call takers bi-annual reviews
• Develop and facilitate new hire training and ongoing development training in the dispatch office
• Conduct monthly dispatch huddles
• Actively work to ensure accuracy in call entry, driver dispatch, and staff tracking
• Actively work to ensure excellent customer service to our callers, and accurate ETAs
• Provide insight and guidance to the leadership team on issues related to the dispatch operation
• Facilitate and exemplify positive and effective communication in the dispatch office
• Assist in facilitating driver and dispatcher cross training
• Manage the dispatch schedule to ensure appropriate coverage in our 24 / 7 dispatch office
• Develop dispatch resources to improve the effectiveness and efficiency of the operation and support the dispatch team in success
• Maintain Master Check-In sheet and Postal bible resources.
• Assist in answering inbound calls to Bolin or A2B main lines as needed or cover dispatch shifts as needed.Manage the towing email
• Ensure functionality of phones, internet and Towbook software, and escalate to tech repair to resolve any issues as needed
• Maintain and continue to grow an advanced understanding of light and heavy towing, equipment hauling and the range of services we offer
• Monitor security camera notifications for after hours lot security and communicate concerns to the appropriate person or notify police if needed.

Expectations

Dispatcher Requirements

Physical Requirements :

Salary : $65,000 - $80,000