What are the responsibilities and job description for the DISPATCH MANAGER position at Skyhop Global?
Description
Skyhop Global is seeking a Dispatch Manager who will provide direction to and maintain communications with all dispatchers while monitoring system performance and making adjustments where necessary to maximize on-time performance, minimize customer service issues, minimize service disruptions as a result of vehicle or operator availability or emergency situations.
You will be responsible for positive employee morale and quality customer service and set positive example for dispatch agents by providing consistent support and positive leadership.
Duties include:
- Proactively assess staffing needs as determined by service hours and peak call periods.
- Define and publish staff schedules based on service demand and in accordance with collective agreements.
- Ensure prompt investigation and resolution of complaints and incidents as relates to direct reports and in compliance with company policy.
- Ensures all safety regulations are being observed and all training methods are adequate and effective.
- Ensure dispatch protocols are in compliance with both client and company policies and procedures.
- Organize and coordinate dispatch agent training programs for new hires and refresher customer service training programs for department personnel.
- Prepares, verifies, and authorizes employee schedules and work records for payroll purposes.
- Monitor dispatch performance as it relates to driver incidents, and other potential service disruptions.
- Monitor dispatch agents to ensure timely communication of passenger cancellations or changes as required.
- Provides dispatch coverage during peak service times and during employee shortages
- Ensure dispatchers assign same day trips to available and appropriate. vehicles in order to ensure on-time performance, minimize wait and ride times and to maintain system productivity.
- Ensure dispatchers document accurately and appropriately daily events related to service.
Skyhop Global is one of the top providers of ground transportation to airlines crews across the company. We are their transportation during their layover periods in a multitude of cities across the U.S. Our Dispatch department provides the support and direction needed to help complete our rides on time and efficiently.
WE ARE HERE. Three simple but critical words to any crew. Not surprising when you consider that the people being picked up have worked long hours taking care of lots and lots of people. At SkyHop we want to make each crew member feel that we are thrilled and committed to taking care of them.
We are here to deliver value and serve our customers, employees, and stakeholders. We stand for reliability, safety, raving fan customers experiences and world-class technologies.
What puts the hop in "Skyhop Global" is that we are passionate and driven. All with a laser focus and commitment to doing whatever it takes to add value to our customers, employees and stakeholders.
Requirements
4-5 years of dispatch experience
2-3 years of management in the same or a related field
Experience creating a schedule for a staff of 9-12
Some travel may be required
High School Diploma of GED
