Dispatch Supervisor

The Dispatch Supervisor is an important leadership role in the Emergency Roadside Service (ERS) operations within AAA Minneapolis. This role has responsibility for providing leadership and direction of daily dispatch operations to ensure excellent employee and member satisfaction while ensuring we are rescuing members from their roadside emergencies. This position requires an individual with a strong dispatch background and proven skills in people management, coaching and development, and executing on change management of organizational and departmental initiatives.

SCHEDULE: Monday-Friday 12p-8:30p

• Demonstrates leadership by instilling and demonstrating a positive, friendly attitude in staff and promoting effective customer service skills and phone etiquette.

• Provides day-to-day guidance and oversight of direct reports; actively works to promote quality customer service and recognize performance to attain total member satisfaction while achieving business goals
• Keeps up to date on overall activities of the team while working to coach and develop employees, identifying problem areas, and taking corrective actions where needed

• Performs frequent call monitoring of Dispatch operations to identify potential customer service issues; Documents perceived/realized problems with service or individual performance and works with staff to implement performance improvement when needed
• Performs frequent call monitoring of call takers to identify potential customer service issues; documents perceived/realized problems with service or individual performance and works with staff to implement performance improvement when needed

• Acts as a resource for staff regarding call receiving, phone system, digital technology used by service facilities, and other Dispatch technology/systems required to perform the job
• Collaborates with workforce management partners to maintain proper coverage and ensure hours of operations are staffed appropriately
• Collaborates with Trainer to identify training needs and develop training plans to support staff and promote exemplary customer service
• Works with Dispatch Coordinator to assist in preparation of Dispatch related statements, audits and payments and works with Member Services Coordinator to help resolve Dispatch and facility-based complaints or concerns (i.e. damage, driver issues, etc.) in a timely manner
• Owns the interviewing and hiring of direct reports
• Works to execute on the strategy of the team as developed by the VP of Member Services and VP of Marketing
• Executes on and supports change management of organizational and departmental initiatives
• Assists in complaint resolution for ERS related issues
• Represents Department on various company projects and committees
• Performs other related duties as assigned

• Directly supervises up to 20 staff members including Dispatchers and Lead Dispatchers within Member Services
• Carries out supervisory responsibilities in accordance with the organizations policies and applicable laws.
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance, rewarding and disciplining employees; addressing complaints and resolving problems.

• High School diploma or equivalent
• Minimum of 3 years dispatch and/or operations experience
• Previous people leadership and training experience preferred
• 6 months or more AAA Minneapolis work experience preferred
• Proficiency with Microsoft Office Suite, including intermediate level competency in Microsoft Excel and internet navigation

• Ability to flex schedule occasionally to support staff on various shifts
• Strong commitment to coaching and developing team members
• Ability to multi-task and work in a fast-paced environment
• Strong verbal and written communication skills
• Solid analytical and problem-solving skills
• Role is hybrid with 2-3 days per week working from home and 2-3 days per week working in the office

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.