Dispatcher Manager

Job Summary

The Dispatch Manager provides direct supervision and leadership to Rock Region METRO's Dispatch department, including directing, coaching, training, and disciplining staff based on performance, and making hiring and discharge recommendations to management. The Manager monitors vehicle movement using the technology tools provided, schedules employee shifts, hosts sign-ups and vacation bids, and represents METRO to its customers and the public in a professional and courteous manner.

Principal Responsibilities

• Provide direct supervision and leadership to the Dispatch department, including directing, coaching, training, and disciplining staff based on performance.
• Make hiring and discharge recommendations to management.
• Address performance issues through recognition and progressive corrective action in a timely manner, consistent with the collective bargaining agreement.
• Apply METRO's Attendance Policy and other departmental policies to employees within the department.
• Develop and maintain effective working relationships with employees, department supervisors, and managers.
• Schedule dispatchers and clerks, ensuring adequate shift coverage.
• Host sign-ups and vacation bids for the department.
• Ensure open runs and driver assignments are made accurately and in a timely manner.
• Oversee the department's performance on passenger trip On-Time Performance.
• Serve as a working leader, performing dispatch duties during demonstrations or periods of higher-than-usual demand.
• Perform live and recorded observations of telephone interactions and department tasks.
• Ensure Dispatchers and Clerks utilize the technological tools provided for their work, and monitor Hastus, Navineo, and other dispatching systems.
• Ensure dispatch employees maintain accurate records, logs, and schedules of calls received, transit services scheduled, drivers dispatched, fare collection, and customer cancellations or