Transportation Dispatcher Supervisor

Transportation Dispatcher Supervisor

Position Summary:

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 Manager. The Dispatch Supervisor role has the following specialties:
Discharged, unscheduled trips, fleet, and vendor. Dispatch Supervisors provide direct oversight of their primary specialty and assist other specialties when needed.

Essential 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. Demonstrate empathy and understanding for clients (children, seniors, individuals with disabilities or illness).
• Provides customer service assistance including booking trips, and answering basic informational questions.
• Properly deploy and monitor Vehicles and drivers to efficiently transport clients to medical appointments or other engagements to ensure timely pick up and drop off clients.
• Provide excellent and effective communication and customer service to drivers, clients, and network provider and Medical Facilities.
• Assist drivers and network providers with issues or problems related to scheduling, such as coordinating unscheduled (will call) and scheduling hospital discharges.
• Notifies leadership, immediately, of all injuries, accidents, perceived/actual HIPAA breaches, and/or unusual incidents.
• Understand and effectively use dispatch software, document operations appropriately and follow Company policies.
• Assists with complaint investigation/resolution to documentation and resolution.
• Monitors call queue performance in real time to ensure a monthly SLA of 95% 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.
• Looks for ways to streamline or improve our quality assurance and operation.
• Works collaboratively with key individuals to properly coordinate maintenance and breakdown of vehicles.
• 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.
• Understands the rules and regulations for covered areas including permit requirements, exclusive operating agreements, company policies, and general rules of conduct.
• Other Duties as assigned.

Physical Abilities and

Working Conditions:

• Vision:
  Ability to read small print and view a computer screen for prolonged periods.
• Hearing:
  Ability to tolerate exposure to noisy conditions.
• Speech:
  Ability to be understood in face-to-face communications, to speak with a level of proficiency and volume to be understood over a telephone or computer.
• Upper Body Mobility:
  Ability to use hands to grasp, and manipulate small objects; manipulate fingers, twist and bend at wrist and elbow; extend arms to reach outward and upward; use hands and arms to lift objects; turn, raise, and lower head.
• Strength:
  Ability to lift, push, pull and/or carry objects which weigh as much as 5 or more pounds on a frequent basis. Incumbent may be required to physically restrain parties involved in a conflict.
• Environmental Requirements:
  Ability to encounter constant work interruptions; work cooperatively with others; work independently; work indoors.
• Mental Requirements:
  Ability to read, write, understand, interpret, and apply information at a moderately complex level essential for…