Bus Dispatcher Lead - Transportation Lead Dispatcher

Position Summary

The Lead Dispatcher serves as the primary point of coordination within the dispatch center and acts as the on-shift operational leader. In addition to performing daily dispatching functions, the Lead Dispatcher oversees dispatcher workflow, supports drivers in the field, manages service disruptions, and partners with Operations and Safety leadership to ensure reliable and safe transportation service.

Duties and Responsibilities

• Operational Oversight
• Act as the on-duty lead for dispatch operations and provide guidance to dispatch staff
• Maintain service performance and route coverage to ensure on-time service delivery
• Make real-time operational decisions during service disruptions, delays, accidents, or driver call-outs
• Coordinate route coverage and assist with driver reassignments, late pull-outs, and service recovery
• Serve as the escalation point for dispatchers, drivers, and customer service concerns
• Driver & Field Communication
• Monitor drivers throughout their routes using dispatch and GPS systems
• Communicate specific instructions to drivers regarding passenger pick-ups, drop-offs, and route changes
• Provide real-time problem solving and support to drivers in the field
• Monitor traffic conditions and issue route or service alerts as needed
• Partner with Operations Supervisors and Safety on incidents, breakdowns, and emergencies
• Customer Service & Incident Management
• Affiliate with investigating and resolving customer complaints and service concerns
• Document incidents, service interruptions, and operational issues for vendor and management follow-up
• Support accident/incident reporting procedures and coordinate communication with leadership
• Oversee Lost & Found process and ensure proper documentation and follow-up
• Administrative & Reporting
• Ensure dispatch logs, reports, and communications are accurate and complete
• Affiliate with management with daily service reports, performance metrics, and operational tracking
• Maintain compliance with company policies, safety procedures, and regulatory requirements
• Identify service gaps and recommend operational improvements
• Team Support & Training
• Provide coaching, direction, and on-the-job training to dispatchers
• Affiliate with onboarding and training new dispatch staff
• Reinforce policies, procedures, and communication standards
• Help maintain coverage schedules and support shift handoffs

Skills, Experience, and Qualifications

• 2+ years of experience in dispatch, transportation operations, call center, logistics, or customer service (lead or supervisory experience preferred)
• Prior experience in transportation or shuttle operations strongly preferred
• Strong decision-making and problem-solving skills in a fast-paced environment
• Ability to manage multiple priorities and incidents simultaneously
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel)
• Experience using multiple systems simultaneously (dispatch software, GPS, messaging platforms)
• Experience with Transportation Management Systems (TMS) preferred
• Excellent written and verbal communication skills
• Strong organizational skills and attention to detail
• Ability to remain calm and professional during high-pressure situations
• Demonstrated leadership and team-support abilities

Preferred Qualifications

• CDL preferred but not required
• Bilingual preferred but not required
• Prior experience coordinating drivers, schedules, or route coverage
• Bilingual preferred but not required