Dispatcher Lead

About the role

The Houston-Galveston Area Council (H-GAC) is one of the largest regional planning commissions in the country, serving 13 counties and over 7 million people. H-GAC addresses issues that span city and county boundaries, impacting transportation, senior care, job access, disaster recovery, water quality, and more, aiming to make the region a great place to live, work, and thrive.

Responsibilities

• Oversee the day-to-day operations of dispatchers to ensure timely and accurate incident response.
• Develop schedules and monitor attendance, schedule adherence, and leave usage for dispatching personnel.
• Provide emergency coverage during staffing shortages or high-volume events.
• Incident review to ensure invoice accuracy and program compliance.
• Primary contact for concerns relating to dispatcher operations and provide resolutions for complaints.
• Ensure high levels of customer service to motorists, wreckers, and program partners.
• Develop and manage dispatcher schedules to ensure coverage across all shifts.
• Provide training, coaching, and mentoring for all dispatchers.
• Ensure dispatchers are operating in compliance with policy and guidelines.
• Conduct employee performance reviews.
• Ensure dispatchers adhere to the program Standard Operating Procedures (SOP).
• Update the dispatcher’s Standard Operating Procedures (SOP) and training materials as needed.
• Identify opportunities to improve dispatch workflows, operational efficiency, and customer experience.
• Track and communicate operational performance through recurring reports.
• Serve as a liaison between dispatch operations and internal/external stakeholders.

Qualifications

• Experience with working in dispatching or a call center setting is preferred.
• Experience in a supervisory role, providing guidance and additional support, is preferred.
• Experience working in a fast-paced environment.
• Must have strong customer service skills with the ability to remain calm under pressure.

Skills

• Strong problem-solving abilities and quick decision-making skills.
• Effective communication skills, both verbal and written.

Key Qualifications

• Bachelor's degree in an applicable academic discipline or related field of study, or 3-5 years of experience in lieu of education.
• 4 years of experience with local government, nonprofit programs, schools, or in job-related duties.