Position Summary: Under general supervision, is responsible for leading a team of contact center agents. Serves as a liaison between different departments and organizations on matters related to customer service programs. Works to develop a strong team concept in each work area and develops ways to keep morale high. Enforces and complies with all applicable policies, practices, and procedures. Performs any and all other duties, tasks, and responsibilities which may be assigned. Serves as the decision maker for the call center in the event a member of management is not present.

Excellent customer service;

Minimal dispatch related customer complaints;

Communicate effectively with operations staff regarding scheduling or driver issues;

Reschedule trips as necessary in the event of vehicle malfunction, traffic, or emergency situations;

Monitor operators and trip status, making adjustments and reassignments as necessary to ensure on time performance;

Review and answer complaints pertaining to dispatch or dispatch events;

Maintain professional appearance and demeanor;

Maintain two-way communication with drivers, providing information on customers, cancellations, and directional assistance where necessary;

Team player and helpful to staff, management, and peers;

Telephone hold time minimized and within contract requirements;

Ability to handle multiple tasks accurately and effectively.

Provided training to TCS new dispatch hires;

Plan daily shift schedules to provide required coverage;

Scheduled evaluations to review departmental operational effectiveness;

Requirements:

Able to work in a fast-paced environment;

Possess excellent communication and decision-making skills;

Telephone speaking and/or call center experience;

Computer Experience;

Excellent attendance record.

Excellent verbal and written communication skills.