lead dispatcher Job Description

Purpose: 

The Lead dispatcher assists the Operations Leadership Team in maintaining an efficient, positive environment that ensures present company goals and objectives are being met. 

Scope:

The Lead Dispatcher reports to the Operations Manager and the Department Managers. Lead Dispatchers assist in training, customer service, product/service knowledge, education, scheduling, encouraging safe work practices, demonstrates commitment to our guiding BAC principles and policies. This position directly supervises Dispatchers, Contract/Crew /Mobility Chauffeurs and Baggage Delivery Drivers and acts as the manager on duty in the absence of the Department Managers and or Operations Manager.

Responsibilities:

Environment:

  • Maintains a positive, clean, organized and safe work environment.

  • Performs and ensures completion of all Lead Dispatcher duties outlined on the daily checklist.

  • Performs all dispatch and reservations duties acting as a relief help.

  • Champions effective and positive communication with all team members.

  • Assists Operations Manager and the Department Managers in proper coverage and team member schedules ensuring that each department maintains customer service standards and team members adhere to the break policy.

  • Ensures that all cash handling procedures are upheld and is accountable for company funds while running a shift.

  • Assists Operations Manager and the Department Managers in planning and executing all sales promotions.

  • Actively sets an example for team members with regards to company policies and procedures.

  • Follows and directs team members to follow company policies, procedures and adhere to service standards.

  • Promotes and practices safe work habits, reporting potential safety hazards, operational inconsistencies and team member incidents to the Operations Manager and the Department Managers.

  • Reports and documents incidents for fellow Team members. Conducts initial investigation and determines the root cause in the interest of maintaining a safe work environment.

Team:

  • Demonstrates the ability to lead, communicate and champion The BAC core values, company policies and standard operating procedures.

  • Pro-active in solving customer problems and satisfying customers in various situations.

  • Responds proactively to prevent customer service situations. Investigates and resolves customer incidents, documenting if necessary.

  • Ensure the top four goals are met by leading the team through decision making, guidance, coaching, training, accountable measures and clear direction especially in regards to performance expectations.

  • Ensure completion of all department duties as acting Manager on Duty, acting as relief help when needed.

  • Fulfill all other duties assigned by the Operations Manager or Department Managers.

Qualifications:

  • Minimum high school diploma or equivalent.

  • Minimum three years of customer service experience.

  • Minimum of 1 year previous supervisory experience or minimum of 1 year dispatch experience.

  • Intermediate computer skills required.

  • Must be able to work weekends, evenings and special events as needed.

  • Well-organized and detail-oriented and able to multi-task with a high level of accuracy in preparing and entering information.

  • This position will require frequent standing and use of hands and arms.

  • Must be able to lift up to 70lbs and bend and twist from the waist.

  • Must have excellent verbal and written English communication skills.

  • Must have a Current driver’s license.

  • Must pass pre-employment and random drug and alcohol tests.

  • Must pass background checks.

  • Must have a good driver history record.

  • Must have at least a five year driving history.

 Skills:

  • Team building

  • Problem solving

  • Decision making

  • Acute to Detail with a high level of accuracy

  • Effective verbal, written and listening communication skills

  • Typing/ 10 Key

  • Computer knowledge in Micro Soft Suite i.e. Excel, Word, PowerPoint and email

Personal Attributes:

  • Maintains strict confidentiality

  • Be honest and trustworthy

  • Possess cultural awareness and sensitivity

  • Be flexible

  • Demonstrate sound work ethics

  • Demonstrate Servant Leadership

Physical Demands:

This work requires sitting for long periods of time, using office equipment, driving in challenging road conditions, it may require lifting up to 70lbs and moving supplies and materials from time to time.

Environmental Conditions:

Work is performed usually at the main office in Anchorage, Alaska. There is an open office setting with an attached garage. Work may also be performed outdoors, throughout the city or state, as required. The Lead Dispatcher is faced with constant interruption and must meet with others on a regular basis. It can be stressful when dealing with emergency situations or with routine work punctuated by very busy periods.

Sensory Demands:

Long hours of intense concentration on the computer and problem solving.

Mental Demands:

There are a number of important responsibilities with deadlines associated with this position that may cause significant stress.

Direct Supervisor:

Department Managers

Operations Manager

Shift Description:                       

40-50 hour work week, weekly schedule to be determined

I have read and understand the expectations of this job description. This document is not intended to be an exhaustive list of all responsibilities and activities required of this position. The above statements are intended to describe the general nature and level of work being performed by the individual in this position.

 

 

BAC Transportation is a Drug Free Workplace