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Universal Team Lead Dispatch

3 months ago

San Diego, United States Secure Transportation Company Inc Full time
Job DescriptionJob Description

Summary Description


The Universal Team Lead (UTL) in dispatch must provide effective supervision to Dispatchers and Universal Dispatchers as they perform their key tasks and responsibilities. The UTL must also provide effective supervision to Universal Dispatchers and Dispatchers as they field inbound calls from Customers.


Key Tasks and Responsibilities

· Uphold the company Core Values at all times.

· Supervise and assist Universal Dispatchers with fielding inbound Care Center calls during designated times.

· Supervise and assist Dispatchers with fielding inbound calls to assist Customers, Partners, and Secure drivers.

· Supervise and assist Dispatchers with making outbound calls to Customers, Partners, and Secure drivers.

· Provide outstanding customer service while communicating effectively and professionally with all Secure staff, Customers, Clients, and Partners.

· Supervise and assist Dispatchers with effectively and efficiently dispatching, scheduling, assigning, adjusting, and confirming reservations to Secure Transportation's partner network and drivers based on appropriate service capacity for coverage and availability.

· Supervise and assist Dispatchers with monitoring Secure driver clock in times, communicating with Secure drivers/dispatchers/Supervisors, and adjusting reservations assigned to Secure vehicles.

· Supervise and assist Dispatchers with processing Partner Pay adjustments as assigned.

· Supervise and assist Dispatchers with performing internal audits and data entry as assigned.

· Monitor phone service levels and Dispatch work performance to ensure that our team provides outstanding customer service and efficiency while communicating effectively and professionally with all Secure staff, Customers, Clients, and Partners.

· Provide coaching, training, and evaluations for Dispatchers.

· Assist Managers and other Leads with managing time cards, RTO's, and staff schedule.

· Work with other departments to resolve customer, partner, and Secure driver issues.


Education & Training

· High School Diploma or GED required.

· Prior customer service experience preferred.

· Prior dispatch experience preferred.

· Must be computer literate and comfortable with database, word processor, and spreadsheet applications.

· Must have adequate typing skills.

Knowledge and Experience

· Must have thorough knowledge of all Universal Dispatcher tasks and responsibilities.

· Proficient in oral and written communication skills

· Outstanding and proven Customer Service skills

· Must be flexible, able to multi-task and have the capacity to work in a fast-paced environment

· Reservation and dispatch experience preferred.

Core Competencies

Ideal candidate will possess effective leadership skills, communication skills, planning and organizing ability, problem analysis skills, problem solving skills, flexibility, stress tolerance, initiative, and attention to detail.

Working Conditions

· The position may require you to sit for extended periods of time.

· Office and/or remote setting. Initial on-site training is required in either our San Diego, Phoenix, or Orlando office sites.

· The position requires you to work Holidays. Occasional O.T. is required.

Schedule Friday-Tuesday 11:00pm-7:30am PST.

Physical Requirements

· While performing the duties of this job, the employee is regularly required to sit and use a

· computer and keyboard.

· The employee is frequently required to reach with hands and arms.

· The employee must frequently lift and/or move up to 10 pounds

· The employee is occasionally required to stand, walk and stoop, or kneel.

Secure Transportation is an Affirmative Action/EEO employer.