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Lead Dispatcher

4 months ago

Sterling, United States Chariots for Hire Full time

Hours: 10am-7pm, 5am-2pm

**Salary**: $50,000-65,000/year

The Lead Dispatcher is responsible for overseeing the efficient and effective dispatch operations at Chariots for Hire. They are responsible for coordinating and aligning the Drivers, Fleet, and Client needs delivering a high level of service to clients and company employees while ensuring optimal utilization of resources. The Lead Dispatcher will supervise a team of dispatchers and work closely with various departments, including Fleet, Sales, Detailing, and Operations, to ensure smooth operations and customer satisfaction. The Lead Dispatcher services as the company’s internal conductor aligning all departments together with the daily operational needs. Specifically, the Lead Dispatcher will be responsible for:
**Dispatch Operations Management**:

- Develop and implement efficient dispatch procedures, policies, and strategies to ensure timely and accurate delivery of goods and services.
- Monitor and manage the daily dispatch activities, ensuring that all trips are dispatched promptly and in compliance with company standards and customer requirements.
- Establish rapport with drivers, and effectively manage their schedules in conjunction with work load.
- Optimize drivers and vehicles to maximize efficiency and minimize costs while meeting customer demands.
- Assign and coordinate drivers and vehicles, considering factors such as driver availability, driver skills, and vehicle availability.
- Track and monitor dispatched trips to ensure on-time service and resolve any issues or delays that may arise.
- Maintain accurate records and documentation related to dispatch operations, including daily dispatch logs, passenger count sheets, DOT requirements, vehicle documentation, and customer feedback.

**Team Supervision and Development**:

- Lead and manage a team of dispatchers, providing guidance, training, and support to ensure high performance and adherence to company policies and procedures.
- Conduct regular performance evaluations and provide constructive feedback to team members.
- Foster a positive work environment that encourages teamwork, collaboration, and continuous improvement.
- Identify training needs and organize training programs to enhance the skills and knowledge of dispatch personnel.
- Resolve conflicts or issues within the dispatch team and escalate complex problems to senior management, if required.

**Coordination and Communication**:

- Collaborate with other departments, including Fleet, Detail, and Sales, to ensure seamless coordination of operations and timely resolution of issues.
- Liaise with drivers and customers to coordinate trips, address concerns, and provide exceptional customer service.
- Act as the main point of contact for customer inquiries and complaints related to dispatch operations, ensuring prompt and satisfactory resolution.
- Communicate effectively with internal stakeholders, providing regular updates, reports, and analysis on dispatch performance, operational challenges, and improvement opportunities.

**Process Improvement and Compliance**:

- Continuously evaluate dispatch processes and identify opportunities for improvement in efficiency, accuracy, and cost-effectiveness.
- Implement best practices and innovative solutions to streamline operations, reduce errors, and enhance overall dispatch performance.
- Ensure compliance with relevant regulations, safety standards, and legal requirements governing dispatch operations, such as DOT regulations and HOS rules.
- Monitor and enforce adherence to company policies and procedures, including driver and vehicle safety protocols.

**Qualifications and Skills**:

- Bachelor's degree preferred, or equivalent experience.
- Proven experience in dispatch operations management, preferably in a fast-paced and high-volume passenger environment.
- Strong knowledge of transportation processes, including routing, scheduling, and driver relations.
- Excellent organizational and multitasking skills, with the ability to prioritize tasks and meet tight deadlines.
- Exceptional leadership and team management abilities, with a track record of effectively supervising and developing a diverse team.
- Strong problem-solving and decision-making skills, with the ability to think critically and resolve operational issues.
- Excellent communication and interpersonal skills, with the ability to build rapport and collaborate with internal and external stakeholders.
- Proficiency in using dispatch management software and systems.
- Knowledge of relevant regulations and compliance requirements in the transportation industry.
- Flexibility to work extended hours and handle emergency situations, if necessary.
- The Lead Dispatcher plays a crucial role in ensuring efficient dispatch operations, customer satisfaction, and overall business success. By overseeing and optimizing the dispatch process, they contribute to the timely delivery of services, while effectively managing resources and