Assistant Manager Dispatch; 2nd shift - Milford, CT

Assistant Manager Dispatch (2nd shift) – Milford, CT (57129)

Join to apply for the Assistant Manager Dispatch (2nd shift) – Milford, CT (57129) role at AAA Northeast
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Eligible applicants must live within a commutable distance to Milford, CT. This is a hybrid position, requiring 3 days onsite and 2 days remote. Home‑office applicants must meet AAA’s minimum high‑speed internet requirements.

Work schedule: 2:30 pm – 11:00 pm. Rotating every 2 weekends off. 1‑st two weeks – Saturday & Sunday off; 2‑nd two weeks – Wednesday & Saturday off.

At AAA Northeast we continue to grow while our mission remains the same: helping and serving is a way of life. It’s why we’ve earned the trust of millions and why AAA Northeast has remained a resilient and reliable brand for over a century.

The Assistant Dispatch Manager manages the daily operations of the dispatch department and ensures quality service standards and procedures are met. Under general supervision, they manage, through supervisors, the performance of assigned ERS shifts, meeting targets for quality service, efficiency, and cost control.

• Assist with real‑time management of the call centre and dispatch departments, determining staffing levels for anticipated ERS call volume based on seasonality, trends, and peak periods.
• Assist the Manager in selecting and orientating supervisors for assigned ERS shifts and monitoring their performance, providing direct supervision to shift staff in the absence of a supervisor.
• Perform the duties of the Dispatch Manager in their absence, managing or assisting in managing the dispatch area during storm and emergency periods.
• Interview, make hiring decisions with the Human Resources Department, train, and evaluate the performance of subordinate staff as needed.
• Review dispatch operations to identify technical and operational training needs and recommend operational improvements.
• Recommend and perform modifications to computer‑aided dispatch systems.
• Test, inspect, and operate radio, telephone, computer, and other equipment as needed.
• Train Dispatch Supervisors in communication, SOPs, club policies, and supervisory expectations, ensuring adequate training for dispatch personnel.
• Audit dispatched call reports or calls in progress to ensure compliance with SOPs, accuracy of the rate of payment to the contractor, and that service delivery and quality standards are met.
• Compile and maintain the budget for the Dispatch department.
• Perform other related job duties as needed, in accordance with department policies, procedures, and practices.

Salary range: $71,900 - $86,525 per year.

Education: High School Diploma Required;
Associate’s Degree Preferred;
Bachelor’s Degree Preferred.

Experience: Customer Service and/or dispatch experience required;
Supervisory/management experience required.

AAA Northeast is proud of our diverse culture, fostered by the many talents, skills, passions, and expertise of our employees. We are an equal‑opportunity employer and do not discriminate in recruiting, hiring, or promotion based on race, color, creed or religion, national origin, sex, age, sexual orientation, veteran’s status, gender identity or expression, disability, genetic information, marital status, pregnancy, or membership in any other protected class.

We thrive when our team members bring their whole selves to work.