Lead Dispatcher Job Portland area,Oregon USA,Customer Service/HelpDesk

Transdev in Portland, OR is hiring a Lead Dispatcher to work on our Tri Met LIFT contract. This 100% onsite position supports safe, reliable, ADA-compliant dispatch operations, provides on-shift leadership and guidance to Dispatchers, and serves as the first point of escalation for complex operational and service-related issues. The Lead Dispatcher also plays a key role in training new Dispatchers while performing core dispatch duties to maintain service continuity.

Transdev

is proud to offer:

Non-Union, Full-Time Position
Competitive compensation package with a starting rate of $38.36/hr and an annual increase every January

Benefits include:

Vacation: minimum of two weeks
Sick days: 5 days
Holidays: 12 days, 8 standard and 4 floating
401(k), medical, dental, vision, life insurance, short-term disability, voluntary long-term disability.

Benefits may vary depending on location policy. The above represents the standard Corporate Policy.

Key Responsibilities:

Provide on-shift leadership, real-time coaching, operational guidance, and decision support to Dispatchers.
Serve as the primary on-shift trainer for new Dispatch hires, delivering hands-on system training, shadowing, and real-time operational coaching.
Evaluate trainee readiness, identify performance gaps, and provide feedback to the Dispatch Supervisor regarding training needs.
Serve as the first point of escalation for complex operational issues, safety concerns, service disruptions, and ADA-sensitive decisions.
Monitor real-time vehicle and service performance using Trapeze, VISION, Lytx, MDT, mapping tools, radio systems, and provider dashboards.
Dispatch, reroute, reassign, and recover service during delays, missed trips, vehicle issues, capacity constraints, and operational disruptions.
Manage will-calls, no-shows, same-day changes, uncovered trips, and stranded-passenger risks.
Coordinate with Reservations, Customer Service, Scheduling, Road Supervision, Maintenance, and supplemental providers to resolve service gaps.
Initiate emergency response procedures and coordinate with Safety, Road Supervision, Tri Met OCC, leadership, and emergency services as needed.
Maintain professional radio communications, support de-escalation, and ensure timely escalation of significant incidents and service risks.
Ensure accurate incident logs, timestamps, trip records, system notes, and required documentation.
Support ADA-compliant decision-making, including shared-ride requirements, no-strand protections, and passenger service obligations.
Maintain effective shift handoffs, communicate unresolved issues, and identify recurring operational concerns.
Serve as the senior on-shift operational resource when onsite management is unavailable, escalating significant matters as required.
Perform core Dispatcher duties as needed to maintain safe, reliable, and continuous service.

Minimum Qualifications:

High school diploma or GED required; college coursework preferred.
Minimum two years of experience in paratransit dispatch, transit operations, or emergency communications.
Demonstrated ability to provide operational guidance, training, and support to other employees.
Strong communication, multitasking, crisis management, problem-solving, and decision-making skills.
Proficiency, or ability to become proficient with Trapeze, VISION, Lytx, radio systems, and standard office applications.
Ability to manage competing priorities and make sound decisions in a fast-paced operational environment.
Ability to work nights, weekends, and holidays in a 24/7 operation.

Core Competencies:

Sound judgment, multitasking, composure, and situational awareness under pressure.
Knowledge of ADA paratransit service requirements and operational procedures.
Clear communication, de-escalation, and accurate documentation.
Ability to interpret maps, routes, policies, and system data.
Bilingual skills preferred.

Pre-Employment Requirements:

Drug testing and background check required.
Must be eligible to work in the U.S.

Physical Requirements:

100% onsite, indoor dispatch center environment.
Extended sitting, typing, screen viewing, and headset/radio communications.
High-volume work with frequent interruptions and competing priorities.
Flexible schedules and shifts as operationally required.
Subject to DOT drug testing and physical if applicable. DOT Regulation 49 CFR Part 40 does not authorize Schedule I drugs, including cannabis, for any reason.

Drug-free workplace:

Transdev maintains a drug-free workplace. Applicants must:

Be eligible to work in the United…