Dispatch Supervisor

Dispatcher Supervisor

This position is responsible for providing direct supervisory and leadership to the dispatchers. Responsible for hiring, training, and maintaining a high level of customer service. Harbor Fleet Services Dispatch is responsible for providing numerous critical functions to participating operating companies (OpCo's) by providing order intake, asset assignment, job release, shift coverage and first level customer service for participating OpCos.

Essential Functions:

• Create and oversee dispatch operating procedures in most efficient way by utilizing Harbor Fleet Services Dispatchers.
• First call for shift coverage in both harbors
• Resolve customer service issues and escalate to OpCos if necessary.
• Provide direct supervision for Dispatchers.
• Prepare monthly shift schedules and approves timecards.
• Collaborate with OpCo's and customer stakeholders to provide strategic direction of the dispatchers.
• Ensure best in class service to the customer.
• Assists shift personnel as needed in taking customer orders & dispatching tugs
• Manage the processes within customer service to ensure the highest level of consistency and accuracy.
• Supports OpCos with daily activity reports or data as requested.
• Oversee incident/emergency notifications and response directives.
• Facilitate MTSA communications to the company Security Officer, between OpCo vessels and barges, federal, state and local agencies and concerned industry organizations; as well as ensuring compliance with applicable regulations.
• Oversee the use and operation of the dispatch system.

Supervisory and Leadership of Direct Staff

• Be a leader for "Speak Up", including encouraging peers and staff to exhibit a safe and ethical culture.
• Responsible for all matters of employment including recruiting, training, development, promotion, discipline and termination.
• Understands and complies with Saltchuk Marine's policies and procedures, including EEO, Non-Discrimination, Harassment, and Saltchuk Code of Ethical Business Conduct.
• Lead and manage department processes and practices to ensure that programs are alighted with OpCo business goals and objectives.
• Provide direction and leadership to achieve Saltchuk Marine's Core Values, Mission and Safety Vision.
• Process performance evaluations in a timely, effective and fair manner.
• Direct, motivate and develop employees for maximum performance.
• Establish goals, monitor progress and results of direct reports.
• Addresses inter- and intra-department training needs and counseling, as needed.
• Perform special duties and other projects as assigned.
• Accomplish all tasks as appropriately assigned or requested.

Knowledge Of:

• Must understand the process of following a job from initial customer inquiry through the billing cycle.
• Data driven processes, metrics and key performance indicators of the maritime industry
• Business writing skills.
• Customer base and customer requirements.
• Knowledge of capabilities and availability of competitor floating equipment.
• Knowledge of labor agreements and work rules for various unions.
• Knowledge of MTSA related communications, procedures and MARSEC levels.
• Should have knowledge of the maritime industry. Necessary to understand day-to-day vessel operations and vessel capabilities.
• Thorough understanding of company policies/procedures.

Skills and Abilities:

• Ability to analyze problems and formulate/implement solutions.
• Ability to develop, monitor and report performance benchmarks.
• Ability to effectively supervise peers and subordinates.
• Ability to handle fast paced and stressful situations.
• Ability to meet operational deadlines in a timely manner, without sacrificing operational priorities or customer satisfaction.
• Ability to prioritize responsibilities and assignments under constantly changing operational requirements and demands.
• Ability to understand, interpret and comply with government and industry regulations pertaining to barge and vessel operations.
• Excellent communication and human relation skills necessary in dealing with customers (on an operational and support level), industry associations, vendors, staff and all levels of SM employees.
• Ability to make supervisory decisions affecting the disposition of tugs and crews daily.
• A team player able to exercise authority when required.
• Able to maintain sensitive and confidential information.
• Capable of answering or following up with answers to customer's inquiries or complaints with empathy.
• Possess ability to read, interpret and apply legal documents to ensure compliance with government regulations relating to work rules and the maritime industry.
• Presentation skills needed to illustrate, train, and advise.
• Proficient in the use of personal computers and basic software programs.
• Flexibility, strong listening skills, and change management are essential skills.

Minimum Qualifications:

This position generally requires a college degree in business. A Maritime Academy graduate is preferred and two to five years of related operations/scheduling experience in the maritime industry.

Compensation:

This position…