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Director of 24 Hour Emergency Dispatch Center

4 months ago

Winthrop Harbor, United States All Fleet Services Full time

All Fleet Inc is a multifaceted diesel repair company providing 24-hour road service. We are looking for a dynamic individual to be a to be a Director of a 24 Hour Emergency Dispatch Center who will oversee dispatching for a fleet of 100+ technicians for over the road repair. Industry or Call center experience is required.

You will be managing a team of inbound/outbound breakdown coordinators and managers and who are supporting customers, calling in due to a breakdown and requesting immediate repair service, or needing standard service. For each call, they will gather the details including the problem with the truck/trailer or vehicle, the driver's location, and any special information. Then they dispatch a local mobile technician to diagnose the problem.

To excel in this position, all candidates should be able to multi-task in fast-paced conditions. In addition to being an excellent communicator, the ideal candidate will also demonstrate superb organizational and interpersonal skills.

Director of a 24 Hour Emergency Dispatch Center duties:

  • Fully understands the tasks of the department and works on improving practices with direction from the executive team.
  • Works with existing staff and managers to give the best customer service
  • Set a good example for the staff and maintain a positive professional demeanor
  • Build up team morale and ensures company"'s culture and vision are properly represented
  • Make sure staff follows procedures/policies/guidelines to provide the best possible customer service.
  • Reviews invoices made by the CSAs to ensure accuracy and sent to the customer in a timely fashion.
  • Monitors/reviews phone calls to ensure quality control.
  • Maintains technician-CSA relationships to ensure a professional and ethical relationship is maintained between
  • Works with the shift managers on giving reviews and coach the staff.
  • Run and analyze reports for tech hours to ensure proper distribution of work, phone call statistics, etc.
  • May need to take a phone call from a member of the team while not on in the office to answer a question
  • Works with the managers to create a schedule and ensures full coverage.
Minimum Requirements:
  • Bachelor's degree.
  • 3 to 5 years customer service/call center management experience.
  • Demonstrated leadership skills to effectively coach, develop and motivate a high-performing team.