Operations Supervisors

About the role

The Operations Supervisor oversees daily Dispatch operations within a 24/7 transportation environment. This role is responsible for ensuring safe, reliable, and efficient service delivery by monitoring real-time operations, supporting Dispatch staff, and coordinating with Operators, subcontractors, and support departments.

Responsibilities

• Ensure Dispatchers are actively monitoring Operators in service via radio and Dispatching Software platforms
• Provide coaching and disciplines for Operators non-compliance issues, including but not limited to Operational service delays and Attendance
• Oversee improvement in customer satisfaction and dispatch satisfaction
• Maintain a professional demeanor and appearance
• Investigate and provide appropriate feedback to Upper Management for complaints
• Ensure that dispatch personnel are effectively performing linked function between the operators and customers by monitoring the responses to Operator requests and by ensuring appropriate actions taken
• Provide coaching and assistance when required
• Communicate with Management as needed to maximize efficiencies and resolve issues
• Has the authority to make the recommendation to implement discipline and direct work of Dispatch employees
• Handles initial Operator and Dispatcher complaints and escalate as needed
• Monitor specific charts and daily graphs to ensure that all service calls are being managed and completed in a timely manner
• Monitor real time call flow, inbound dispatcher availability, Service Levels and other critical call statistics to ensure calls are answered in a timely manner and abandoned calls are minimized
• Fills in as a Dispatcher when required
• Ensure overall compliance with various office policies such as uniforms, use of electronic devices, phone compliance, meal breaks and attendance

Qualifications

• Ability to manage multiple projects while managing operations
• At least three (3) to five (5) years successful supervisory experience preferred
• Ability to effectively lead a diverse group of individuals to successfully achieve the goals of the Dispatch Department
• Ability to learn and demonstrate efficiency in the use of RideCo
• Strong customer service skills
• Ability to work independently and follow directions
• Ability to adapt and remain flexible in a dynamic environment
• Subject to a DOT drug testing and physical if applicable

Benefits

• Competitive compensation
• Minimum $27.02/ hourly - Maximum $31.83 hourly
• Benefits Include:
• Vacation: minimum of two (2) weeks
• Sick days: 5 days
• Holidays: 12 days; 8 standard and 4 floating
• Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability

Benefits may vary depending on location policy. The above represents the standard Corporate Policy.