Dispatch Manager

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 follow 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.

Qualifications

• Three (3) years supervisory or management experience in the transportation industry.
• Substantial experience in the operation phases of a transit organization.
• Excellent customer service skills.
• Must have a strong working knowledge of Trapeze and the 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.

Talent Requirements

• Paratransit experience preferred.