Lead Dispatcher

Overview

Interstate Waste Services is the most progressive and innovative provider of solid waste and recycling services in the greater New York, New Jersey and Connecticut markets with a rail-served landfill in Ohio. IWS is committed to delivering high-quality waste, recycling and environmental services, while prioritizing the safety of our employees, customers and communities. We cater to a diverse range of industrial, medical and commercial/residential customers.

Founded in 1998, IWS has grown over the years through acquisitions, many of which were family-owned businesses that remain a part of our team today. We’re proud to combine the resources of a large company with the values and care of a family-run business.

The Lead Dispatcher coordinates and manages daily waste collection operations across multiple sites, ensuring efficient route execution, timely customer service, and compliance with operational standards. This role serves as the central communication hub between drivers, supervisors, and customers, optimizing vehicle deployment and responding to dynamic operational challenges. The Lead Dispatcher is also responsible for promoting and monitoring employee safety and take proactive steps to identify, evaluate and remove safety hazards.

The Lead Dispatcher is a self-directed role and will be responsible for establishing and documenting procedures for live dispatching as well as assisting with onboarding of new dispatch team members.

• Coordinate and oversee dispatch activities for a large group of routes spanning multiple sites, ensuring timely and accurate route execution.
• Serve as the primary point of contact for all Drivers as well as other colleagues as our depots and transfer stations.
• Analyze route data to identify opportunities for optimization, cost reduction, and service improvement.
• Collaborate with Operation Site Managers and customer service to resolve service disruptions and ensure alignment on priorities.
• Ensure Drivers and trucks are being utilized to their full potential.
• Manage daily truck activity to ensure driver productivity is commensurate with hours worked.
• Set up crew sheets and notify all employees of their schedules.
• Continuously monitor hours worked and ensure DOT compliance for Drivers.
• Continuously monitor Driver performance and provide coaching as well as discipline as necessary.
• Ensure compliance with safety policies and protocols as well as federal, state and local regulations.
• Perform routine inspections on the trucks and equipment to ensure proper care and routine maintenance.
• Review Driver requests for container switches or repairs and enter service tickets into the company database.
• Ensure all accidents and injuries are thoroughly documented and distribute reports to the Safety and Risk teams for follow up.
• Prepare and Deliver Regular Reports to Senior Management.
• Field calls from customer service and handle appropriately.
• If call is related to service not performed on a specific site address by speaking with the driver.
• Monitor dispatch mailbox and handle requests appropriately.
• Monitor system for missed pick ups and disposition them within 60 minutes.
• Monitor system for driver progress, comments, skips, extras.
• Conduct employee check-in procedure: inspect DVIR for completion, inspect route cover sheet for completion of all necessary fields, inspect dump tickets being received, check route has been appropriately closed in the system.
• Reschedule any customers that were blocked.
• Tag any extra pick-ups in the system, follow-up with exceptions, stop services, missed stops, on call work orders and review pictures.
• Close out outstanding tickets in the system
• Act on loaded truck list from end of day.
• Monitor the call out line and adjust route and scheduling as necessary.
• Coordinate with other sites for equipment when necessary.
• Monitor and manage idle time.
• Ensure accurate geocoding of stops.
• Manage tablet inventory and ensure tablet use consistently across all routes
• Timely and accurate service alert…