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Dispatch Manager

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POST DATE 9/15/2016
END DATE 10/9/2016

MV Transportation San Diego, CA

San Diego, CA
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Mid-Career (2 - 15 years)


The Dispatch Manager will provide direction to and maintain two-way communications with all dispatchers while monitoring system performance and making adjustments where necessary to maximize on-time performance, minimize customer wait times for on-call or will-call services, minimize service disruptions as a result of vehicle or operator availability or emergency situations.

Job Responsibilities:

* The company vision, values and culture are understood, communicated and positively promoted.

* Set positive example for dispatch agents by providing consistent support and positive leadership.

* Responsible for positive employee morale and quality customer service.

* Proactively assess staffing needs as determined by service hours and peak call periods.

* Define and publish staff schedules based on service demand and in accordance with collective agreements.

* Recruit, interview and select employees in compliance with MVT hiring practices and minimum standards of qualification.

* Recommend personnel for promotion, demotion or reclassification.

* Ensure prompt investigation and resolution of complaints and incidents as relates to direct reports and in compliance with company policy and collective agreement.

* Impose discipline according to company policy and in compliance with collective agreements including suspension or termination of employment.

* Participate in and advise senior management regarding labor relations strategies and relationships.

* Respect and maintain the confidentiality of all employee records, business records, client and customer information, data and other information not otherwise available to the public.

* Ensures all safety regulations are being observed and all training methods are adequate and effective.

* Ensure dispatch protocols are in compliance with both client and company policies and procedures.

* Organize and coordinate dispatch agent training programs for new hires and refresher customer service training programs for department personnel.

* Prepares, verifies, and authorizes employee schedules and work records for payroll purposes.

* Assigns work duties to qualified employees to ensure adequate coverage of all shifts.

* Monitor dispatch performance as it relates to driver incidents, equipment failure, vehicle breakdowns, and other potential service disruptions.

* Monitor dispatch agents to ensure timely communication of passenger cancellations or changes as required.

* Provides dispatch coverage during peak service times and during employee shortages

* Ensure dispatchers assign will-call and same day trips to available and appropriate. vehicles in order to ensure on-time performance, minimize wait and ride times and to maintain system productivity.

* Ensure dispatchers document accurately and appropriately daily events related to service.

* Manage vehicle pull-outs according to schedule and/or customer expectations.

* Maximize wage to revenue percentages and minimize non-revenue and overtime wages.

* Define and publish driver schedules based on service demand and in accordance with collective agreements.

* Maintain a safe work area and a focus on safety to reduce the opportunity for injury to self or other employees.

* Maintain accurate records and appropriate filing systems.

Talent Requirements:

* Three (3) years management experience in the transportation industry. Supervisory experience of a work group in a different industry may be substituted at the company's sole discretion.

* Substantial experience in the operation phases of a transit organization.

* Excellent customer service skills.

* Must have a strong working knowledge of CAD and AVL and skills to resolve situational challenges.

* Must work effectively with fellow employees and have strong leadership characteristics.

* Must have good time management skills and ability to manage multiple tasks concurrently.

* Requires flexible hours, including long days and weekends.

* Must have the ability to recruit and develop staff to deliver reliable service product.

* Knowledge of service area and system parameters.

* Proficient in Microsoft Office software.

* Demonstrated ability to manage with a \\"Safety First\\" attitude.

* Fixed route and Paratransit experience required.

Knowledge, Skills, and Abilities:

* Knowledge of windows-based computer operating systems and functional knowledge of word processing, spreadsheet and presentation software.

* Strong organizational skills, filing and file maintenance.

* Ability to read, write and speak English.

* Ability to communicate effectively at all levels.

* Able to use multi-line phone system.

* Ability to handle multiple tasks accurately and effectively.

* Ability to work independently and objectively.

* Strong organizational and analytical skills.

* Ability to effectively delegate tasks and provide appropriate supervision and follow up to department staff.

* Provide excellent customer service and present a professional demeanor and appearance.

* Maintain attendance within policy.

Pre-employment drug screening and background check is required. MV Transportation is an equal opportunity/affirmative action employer. MV Transportation, Inc. provides equal employment and affirmative action opportunities to minorities, females, veterans, and disabled individuals, as well as other protected groups.