Master the dispatch platforms and other internal systems
Drive team performance with clear communication and leadership across multiple offices and locations
Knowledge of all aspects of the business to provide guidance to Associate Managers and entry level employees on goals and strategic objectives
Directing the hiring, training and coaching of agents to respond to partner drivers while fielding complaints and troubleshooting problems with services or products
Ensuring the department employees understand and comply with all corporate and departmental objectives, performance standards, and policies
Coaching associate managers around best practices or difficult issues such as behavioral, performance, etc.
Maintains and improves Dispatch operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analysis; managing system and process improvement and quality assurance programs; installing upgrades
Monitor and manage KPI's and cost factors impacting operational effectiveness
Collaborates with other departments to create innovative solutions to problems within the business
Lead peak shifts; including evenings and weekends when necessary
Budgeting, scheduling and labor management within the department
Ensuring adequate oversight of all markets while managing labor costs and market health
5+ years of experience in customer service or equivalent history in increasing customer satisfaction, adoption, and retention
5+ years’ management experience
Experience in leading large teams in multiple locations
Work well with a diverse team population and enjoy working on a team
Ability to translate your skills to other employees through training and mentoring
Excellent verbal and written communication skills
Proficiency with Microsoft Office Suite and Google Docs
Excellent organizational and leadership skills. An ability to work well under pressure.
Strong communication and leadership skills
Ability to screen, hire, & train candidates
Ability to learn and use custom software solutions
Available to work nights and weekends or extended days as needed.