Dispatch Supervisor - Providence, RI (2nd shift) (60598)

About the role

Are you interested in joining a team that is continuously innovating to create the best experiences for members? Would you like to work for a company that has been rated a top employer and best place to work across the Northeast year over year? Do you want to be part of a company that is committed to giving back to the community? At AAA Northeast, as we continue to grow, our mission remains the same: helping and serving is a way of life. It’s why we’ve earned the trust of millions, and why AAA Northeast has remained a resilient and reliable brand for over a century.

Requirements

• Must live within a commutable distance to Providence, RI.
• Hybrid role: 3 days onsite, 2 days remote per week.
• Must meet specific work‑from‑home requirements, including high‑speed internet access with minimum speed requirements.

Responsibilities

• Directs the activities of the dispatch area, taking on‑the‑spot actions to prevent and/or correct problems.
• Teams with supervisors, field staff, and dispatchers to make decisions that consider members' best interest first.
• Monitors all calls in progress and all service areas for aging and bottlenecking.
• Addresses problems immediately.
• Supervises dispatch area to achieve overall ERS response time targets; also achieves targets for percent of calls completed within specified time targets.
• Deploys dispatch staff appropriately and teams with ERS supervisors to arrive at "cross functional" decisions.
• Supervises, mentors and directs activities of lead dispatch personnel.
• Ensures subordinate staff understand their roles and responsibilities and demonstrate competence in their position.
• Ensures that AAA's standards, procedures and practices for dispatch, and Five Diamond Service are consistently adhered to.
• Teams with the trainer, the supervisors and management in carrying out this responsibility.
• Provides supervisors with regular reports of dispatcher performance.
• Identifies patterns of problems that create roadblocks for service quality.
• Coordinates activities of troubleshooters.
• Teams with supervisors, field staff, and management as appropriate to bring about corrections.
• Keeps management, trainer and arriving shift supervisors informed of changing conditions in the dispatch area and related problems/needs.
• Assists in the design and implementation of operational and technological changes.
• Detects equipment malfunctions; determines the magnitude of the problem; communicates information to the appropriate person; implements contingency measures when required.
• Considers the cost implications of dispatching decisions and shows excellent stewardship in making and supervising these decisions.
• Supervises lead dispatch staff ensuring decisions are in keeping with standards established.
• Performs other duties as assigned.

Qualifications

• Education: Associate's Degree required OR 3‑4 years of additional relevant work experience required.
• Experience: Dispatch required; supervisory experience preferred.

Schedule

Work schedule: 2nd shift, Tuesday‑Saturday, 2:30 pm – 11:00 pm.