Towing Dispatch Manager

4 weeks ago

Florissant, United States Complete Auto Body & Repair Full time
Job DescriptionJob Description

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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