Dispatcher

Responsibilities

• Works with trip request data to develop efficient schedules and perform dispatching duties.
• Reviews, revises, and produces final schedules using scheduling software.
• Refines trip assignments to increase productivity, improve ride quality, and adjust individual route schedules to provide resources that match demand.
• Analyzes feedback and service delivery issues and recommends and implements changes.
• Schedules driver assignments.
• Dispatches vehicles and drivers through the use of a computerized dispatch system.
• Maintains efficient utilization of assigned vehicles to limit passenger ride times and ensure on-time passenger service.
• Operates required radio and communication equipment.
• Makes radio transmissions to ensure operators are observing schedules.
• Identifies service disruptions and initiates corrective action.
• Maintains adequate service and recommends adjustments.
• Contacts drivers to reschedule work, when necessary, to maintain shift strength.
• Informs relief dispatchers of any special circumstances or conditions affecting service delivery.
• Maintains compliance with rules and regulations and reports violations, including customer complaints, to supervisor or assigned individual.
• Provides drivers with written work manifests at the beginning of their shifts.
• Updates manifests throughout the day and advises operators of changes.
• Responds to inquiries from passengers regarding delayed arrivals, cancellations, or other schedule information.
• Contacts appropriate law enforcement agencies, medical services, and/or supervisory personnel in emergency situations.
• Monitors and adjusts passenger schedules and vehicle load capacities as necessary to maintain operational effectiveness and efficiency.
• Completes and maintains late pick-up and cancellation records and prepares other required written documents, reports, and logs.
• Works cooperatively with all departments and business contacts to ensure quality service is provided.
• Ensures that specific services are provided to meet the needs of particular clients.
• Assists drivers and passengers when an emergency situation develops.
• Assists central maintenance in routing of vehicles for repair.

Qualifications

• High school diploma or equivalent.
• Experience in a customer service or dispatching role preferred.
• Knowledge of scheduling software and radio communication systems.
• Ability to analyze data and make recommendations based on feedback.
• Strong organizational and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to work independently and under pressure.
• Basic computer skills, including proficiency with Microsoft Office.