Transdev Dispatch Operations Supervisor in Fairfax, Virginia

Overview

Dispatch Operations Supervisor will supervise a dedicated Dispatch department. The Supervisor will also be responsible for ensuring the Dispatch department maintains effective daily communication with drivers, including those run by subcontractors. To continually monitor service making proactive adjustments to maximize on time performance and productivity.

This is for proposed business all offers are contingent upon Transdev's award of the contract.

Responsibilities

  • Manages and coordinates technical workforce job completion.

  • Customer complaint resolution obtain daily service disruptions in Excel Workbook.

  • Oversee improvement in customer satisfaction and dispatch satisfaction. Maintain a professional demeanor and appearance.

  • Demonstrate effective use of scheduling software, two-way radio communication, telephone and data analysis skills.

  • Ensure that dispatch personnel are effectively performing linked function between the operators and customers by monitoring the responses to customer service requests and by ensuring appropriate prioritization and dispatch of service requests to Senior Management.

  • Provide subordinate coaching and assistance when required.

  • Communicate with Management as needed to maximize efficiencies and resolve issues.

  • Has the authority to make the recommendation to hire and fire and to implement discipline and direct work of Dispatch employees.

  • Interviews applicants; Handles employee grievances and complaints.

  • 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 abandon calls are minimized.

  • Fill in as a Dispatcher when required ;Recommend promotions.

  • Ensure overall compliance with various office policies such as: uniforms, use of electronic devices, phone compliance, meal breaks and attendance.

Various other duties as needed

Qualifications

Experience, Skills, and Knowledge Required:

  • 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 Trapeze.

  • Strong customer service skills.

  • Demonstrated professional example of “living a customer service attitude” as their number 1 priority.

  • Ability to work independently and follow directions.

  • Ability to adapt and remain flexible in a dynamic environment.

  • Ability to manage multiple projects while managing seven (7) day/week operations.

  • Ability to train, coach, and manage performance of staff.

  • Travel requirement (as a percent): <5% travel between properties and for meetings and outside training.

Education, Licensing, and Certifications :

  • College degree preferred or a combination of education and prior work experience.

Pre-employment Requirements:

  • Must submit to drug testing and a criminal background check.

Physical Requirements:

  • Must be able to work shifts or flexible work schedules as needed.

  • 100% of work is accomplished indoors and in air conditioned or well-ventilated facilities.

  • Work is accomplished in an office or in a cubicle space equipped with a telephone and computer.

  • The employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen.

For more information please visit our website at www.transdevna.com/careers

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law.

EEO is the Law Poster: http://www1.eeoc.gov/employers/poster.cfm

Drug free workplace

If based in the United States, applicants must be eligible to work in US without restrictions for any employer at any time; be able to pass a drug screen and background check

Requisition ID 2018-9384

Position Category Customer Service/Call Center/Dispatch/Reservationist/Scheduler

Internal Code #TNA

Internal Reference 902

Internal Code 3 Ind1

Company/Division Transdev Services