Dispatcher

3 weeks ago

White Plains, United States Nissi Group, Inc. Full time

**SUMMARY**

Dispatchers direct all on-road operations that occur from daily pullout to return to yard. They coordinate with vehicle operators while in service in order to monitor operations status, mitigate delays, and assist in resolving service disruptions. The team supervises operators, manages report times, assigns vehicles, and distributes bulletins and other information. They are trained in reasonable suspicion and are responsible for assessing fitness for duty. Dispatchers monitor service delivery via radio/real-time GPS throughout the service day, working closely with operators and road supervisors to efficiently respond to service needs, including accidents and on-board emergencies. As needed, they coordinate standby and extra-board operators in the event that an operator does not report on time.

**DUTIES & RESPONSIBILITIES**
- Assign work, vehicles and onboard equipment to operators and maintain check-out logs
- Assign stand-by or extraboard operators in the event of operator absences, or increased service volumes to minimize service disruptions due to traffic, vehicle malfunctions, operator problems and/or emergency situations.
- Review Pre-trip inspections and reassign vehicles as necessary for safety defects and out of service conditions
- Maintain attendance log for operators and other appropriate staff
- Assign vehicles considering preventive maintenance schedules and capacity needs
- Maintain two-way communication with operators, providing information on customers, cancellations, and directional assistance where necessary
- Monitor operators and trip status—adjusting and reassigning as necessary to ensure on time performance
- Maintain scheduling and performance data in the event of real-time operations
- Aid operators in the event of emergencies or vehicle malfunctions, communicating with operations, safety, and maintenance staff where appropriate.
- Reschedule trips as necessary in the event of vehicle malfunction, traffic, or emergency situations
- Assign will-call and same day trips to appropriate available vehicles to ensure on-time performance
- Minimize wait and ride times and to maintain system productivity
- Reconcile trip manifests and fares collected by operators upon check-in.
- Secure all equipment issued to operators at pull out upon check-in.
- Review post-trip inspections and communicate potential problems to maintenance staff
- Aid passengers in using the service as well as when inquiring about individual trip status.
- Document accurately and appropriately daily events related to service
- Collect any lost and found articles and catalog, attempt to contact appropriate passengers where possible
- Maintain a safe work area and a focus on safety to reduce the opportunity for injury to self or other employees.
- Communicate effectively with operations staff regarding scheduling or passenger issues.
- Open and/or close facility depending upon work shift.
- Maintain professional demeanor and appearance.
- Maintain attendance within policy.
- Handle multiple tasks accurately and effectively in a fast-paced environment.
- Contact Brokers for Wait Times, No Shows and trip changes. Keep an accurate cancelation log.
- Monitor driver hours to meet CFR 1490 rules.

**QUALIFICATIONS**
- High School Diploma or Equivalent
- Previous dispatching, customer service, supervisory and/or operating experience
- Strong customer service skills
- Data entry experience and general knowledge of windows-based computer operating system and Microsoft Office package
- Knowledge of service area
- Ability to read, write and speak clearly the English language - basic knowledge of Spanish may be required depending on contract location and requirements
- Able to use multi-line phone system and handle multiple tasks concurrently
- Ability to supervise
- Ability to work independently and follow directions
- Ability to adapt and remain flexible in a dynamic environment

**COMPETENCIES**
- Problem Solving-Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
- Customer Service-Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
- Interpersonal Skills-Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
- Oral Communication-Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
- Written Communication-Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents n

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