Dispatch Lead

Reports To:

Operations Safety and Training Manager

Position Supervises:

Dispatch Team

Job Summary:

Otter Express is seeking a dedicated and organized Dispatch Lead to oversee and enhance the daily operations of our dispatch team. This role involves managing the scheduling and performance of dispatchers and volunteers, addressing escalated issues, and ensuring the efficient coordination of transit services. The Dispatch Lead will also focus on process improvements and provide data management and reporting support as needed to enhance operational excellence. This position is integral to maintaining high-quality service and ensuring compliance with organizational policies and procedures.

Key Functions and Duties Performed by the Dispatch Lead:

1. Dispatch Supervision and Scheduling

· Oversee and manage the scheduling of dispatchers to ensure adequate coverage and efficient operations.

· Directly manage a team of three dispatchers and one volunteer, providing guidance, support, and performance management.

· Foster a collaborative and productive work environment to achieve operational goals.

2. Issue Resolution

· Address and resolve escalated issues within the dispatch operations, ensuring prompt and effective solutions.

· Act as the primary point of contact for complex or high-priority dispatch concerns.

3. Process Improvement and Software Support

· Identify opportunities for process improvements within dispatch operations to enhance efficiency and service quality.

· Provide support and training for dispatch software, ensuring optimal utilization and functionality.

4. Data Management and Reporting

· Maintain accurate and up-to-date data related to service requests and dispatch operations.

· Ensure data integrity and compliance with organizational policies and standards.

· Generate and analyze reports on key metrics such as no-shows, denials, and service requests.

· Utilize data insights to identify trends and collaborate with the broader The Otter Express team to inform decision-making processes.

Qualifications:

· Demonstrated experience in dispatch operations, transportation services, or scheduling.

· Proven ability to provide guidance and support to a team, including a role involving leadership responsibilities, training, or coordinating team activities.

· Strong ability to resolve escalated issues and make decisions under pressure.

· Strong organizational and communication skills.

· Commitment to providing excellent service to the community and addressing customer concerns professionally.

· A high school diploma or equivalent is required.

Preferred Qualifications:

· Familiarity with dispatch software and data management tools. Ability to learn and adapt to new technologies and systems.

· Experience in rural or small-scale transit systems can be a significant advantage.

Veteran’s Preference

We participate in the Veteran’s Preference program. Please notify us at the time of applying for the Veteran’s Preference form.

Job Type: Full-time

Pay: $23.00 - $30.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan

People with a criminal record are encouraged to apply

Work Location: In person

Salary : $23 - $30