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Towing Dispatch Manager
4 weeks ago
The primary responsibility of the towing dispatch supervisor is supporting the dispatch staff in their objective of managing our fleet resources to meet or exceed customer expectations and to optimize productivity. The dispatchers and call takers directly report to the Dispatch Supervisor, who is their primary contact. The Dispatch supervisor is considered the lead dispatcher and acts as a reliable and consistent resource for the dispatch staff. The Dispatch supervisor will work with the leadership team to develop and implement efficient and effective dispatch training and resources to ensure calls are answered and customers are handled to our service standards.
The Dispatch Supervisor uses a desktop computer, CAD dispatch software, GPS and map software, a multi-line phone, cell phone and other hardware as required. They are expected to check emails, review, and prepare written and verbal training materials, and be available when to direct reports outside of scheduled shift.
Duties & Responsibilities
Prepare and deliver the dispatchers and call takers bi-annual reviews
Develop and facilitate new hire training and ongoing development training in the dispatch office
Conduct monthly dispatch huddles
Actively work to ensure accuracy in call entry, driver dispatch, and staff tracking
Actively work to ensure excellent customer service to our callers, and accurate ETAs
Provide insight and guidance to the leadership team on issues related to the dispatch operation
Facilitate and exemplify positive and effective communication in the dispatch office
Assist in facilitating driver and dispatcher cross training
Manage the dispatch schedule to ensure appropriate coverage in our 24/7 dispatch office
Develop dispatch resources to improve the effectiveness and efficiency of the operation and support the dispatch team in success
Maintain Master Check-In sheet and Postal bible resources.
Assist in answering inbound calls to Bolin or A2B main lines as needed or cover dispatch shifts as needed.
Manage the towing email
Ensure functionality of phones, internet and Towbook software, and escalate to tech repair to resolve any issues as needed
Maintain and continue to grow an advanced understanding of light and heavy towing, equipment hauling and the range of services we offer
Monitor security camera notifications for after hours lot security and communicate concerns to the appropriate person or notify police if needed.
Expectations
Ensure open communication with drivers, call takers, and dispatchers, and share or escalate issues to management when needed
Build a positive rapport with drivers, office staff, and leadership team
Lead and support the dispatch office staff
Sense of urgency in addressing problems and mistakes, correcting errors
Professionalism and mediating skills in dealing with customer and staff issues
Proactive and open to opportunities to grow, learn and develop new skills
Develop a familiarity with our customer accounts and the police municipalities we serve
Use all resources to solve problems and provide outstanding service to our customers
Dispatcher Requirements
Advanced computer & internet skills
Proficient in MS Office, advanced Excel skills
Advanced understanding of towing services, driver expectations, and customer service priorities
Diligent communication and documentation
Be able to work in a fast-paced office environment
Attention to detail and accuracy in scheduling and resources
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