Dispatcher Lead - Transit Dispatcher Lead

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.

This role is responsible for monitoring routes in real time, directing drivers, handling escalations, and ensuring service levels are met. The Lead Dispatcher will also coach and support dispatch staff, maintain accurate records, and assist management with reporting and operational improvements.

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 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

We Offer

• Physical Health
• Exceptional medical, dental, vision, and life insurance benefits
• Competitive compensation packages
• 401(k) with 4% employer match
• Financial Wellness Tool
• Commuter benefits
• Emotional Health
• Employee Assistance Program (EAP)
• PTO for part-time and full-time positions
• Paid holidays
• Pet & Legal Insurance

We Drive Diversity

We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment free of discrimination or harassment where thoughts and ideas of all employees are appreciated and respected. We value excellence and recognize that by respecting the diverse backgrounds, skills, and perspectives of our workforce, we will sustain a competitive advantage and remain an employer of choice. We also see diversity as more than policies; it is imperative for enabling us to attract, retain and develop the best talent available.