What are the responsibilities and job description for the Dispatch Team Lead (Holland, OH) position at Velocity, A Managed Solutions Company?
Velocity is seeking to hire an experienced Dispatch Team Lead to work with our Shift Supervisors to help guide the work of the dispatch center team members. This position will monitor, organize and coach the team on a day-to-day basis. This position will also be responsible for handling escalated calls, complaints, and queries. Understanding of all the organization’s products, services, procedures and guidelines and communicate same to all team members is needed.
The current opening will be on second shift and will work Sunday - Thursday from 2pm-10:30pm EST.
Must be able to train during the day onsite M-F from 9am-5:30pm.
Primary Duties and Responsibilities:
We are an energetic bunch — eager to succeed and have lots of company pride. We promote a collaborative work environment that prioritizes strengthening relationships with our customers and team members to achieve our goals.
As a growing technology solutions and services company, every team member at Velocity has the opportunity to make an impact as we challenge ourselves to provide the best technology and customer experiences in the business. We’re excited about what we do, why we do it, and who we do it for.
Diversity and Inclusion
Velocity is committed to diversity and inclusion and is dedicated to fostering a work environment where all team members are comfortable bringing their authentic selves to work and have equal opportunities to thrive. Our team members work collaboratively and draw inspiration from various perspectives and experiences that make each of us unique. This strengthens our connections with our team members, customers, and communities.
Our Values – Collaborative and Strong at the Core
Velocity started in 2005. Velocity's customer-obsessed approach, combined with its customized voice and data network solutions, and support services, enhances how multi-location enterprises communicate and do business. That’s why Velocity serves thousands of Fortune 500 companies across various industries. With over 500 employees, 13 redundant data centers, 450 carrier agreements, and 5,500 certified technicians throughout the U.S.— Velocity is an unstoppable force. To learn more, please visit https://velocitymsc.com/careers/ .
Velocity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Velocity is an active participant with E-Verify.
The current opening will be on second shift and will work Sunday - Thursday from 2pm-10:30pm EST.
Must be able to train during the day onsite M-F from 9am-5:30pm.
Primary Duties and Responsibilities:
- Lead dispatch employees, and others assigned to your charge.
- Work with Dispatch Supervisor, Manager and other Team Leads to assign daily work to Dispatchers to meet dispatch goals and other objectives
- Work with Dispatch Supervisor, Manager and other Team Leads to plan group assignments for projects or training
- Evaluate performance and present evaluations to Supervisor and Dispatcher
- Actively monitor and control workflow to ensure project goals are met
- Ensure all dispatch jobs that are fulfilled, meet all requirements and standards of quality established by Velocity
- Monitor Jobs in queue
- Thoroughly communicate and document all details regarding job status.
- All Other duties as assigned.
- High School diploma, Associates degree preferred
- One year of dispatch, call center or customer support experience
- Previous experience in Leadership role is preferred
- Excellent communication and documentation skills.
- Strong Data analysis and negotiation skills
- Proficient user of MS Office
- Excellent telephone etiquette
- Strong problem-solving ability
We are an energetic bunch — eager to succeed and have lots of company pride. We promote a collaborative work environment that prioritizes strengthening relationships with our customers and team members to achieve our goals.
As a growing technology solutions and services company, every team member at Velocity has the opportunity to make an impact as we challenge ourselves to provide the best technology and customer experiences in the business. We’re excited about what we do, why we do it, and who we do it for.
Diversity and Inclusion
Velocity is committed to diversity and inclusion and is dedicated to fostering a work environment where all team members are comfortable bringing their authentic selves to work and have equal opportunities to thrive. Our team members work collaboratively and draw inspiration from various perspectives and experiences that make each of us unique. This strengthens our connections with our team members, customers, and communities.
Our Values – Collaborative and Strong at the Core
- Customer-obsessed
- One team
- Do the right thing
- Let’s go!
- Medical, Dental, Vision
- PTO & Paid Holidays
- Paid Sick Time
- 401K – with Employer Match
- Company provided Life Insurance, Short/Long-Term Disability
- Supplemental Benefits Available
Velocity started in 2005. Velocity's customer-obsessed approach, combined with its customized voice and data network solutions, and support services, enhances how multi-location enterprises communicate and do business. That’s why Velocity serves thousands of Fortune 500 companies across various industries. With over 500 employees, 13 redundant data centers, 450 carrier agreements, and 5,500 certified technicians throughout the U.S.— Velocity is an unstoppable force. To learn more, please visit https://velocitymsc.com/careers/ .
Velocity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Velocity is an active participant with E-Verify.