What are the responsibilities and job description for the Supervisor, Dispatch position at Estes Express Lines?
- Supervise resources to ensure a call center that delivers the highest level of customer service to our customers
- Evaluate and develop call center staff in areas of quality service, needs identification, telephone etiquette and product knowledge
- Oversees Customer care system dispatching for efficiency
- Utilize web based dispatch system reports to measure staff’s productivity and customer satisfaction and to forecast volume of call and manpower requirements
- Help management build processes and compensation schedules to support future business opportunities
- Regular attendance is required.
- This is not an all-inclusive list of job requirements and/or duties and may not contain all mental and physical capabilities necessary to perform the job at all times due to circumstances. Operational, safety and other needs may require the employee to perform any and all other duties as assigned. Employees are expected, and must be able to perform all such duties and tasks.
- High School Diploma or General Education Degree (GED), or any combination of education and experience which would provide an equivalent background
- Must have 1-3 years of direct supervisory experience with at least 1 year of hands-on call center supervisory experience
- Good understanding of computer/phone technology in general with the ability to create solutions with existing solutions
- Strong analytical and PC skills, including MS Word, Excel and Access
- Experience in Customer Satisfaction of the Home Delivery industry preferred
- Must be able to lift approximately 20 lbs., or more if required by the essential functions of the job
- Must be able to comply with all company policies, rules, procedures and Code of Conduct
- Must be able to interact well with others
- Must be able to work independently, or in a team setting
- Must be capable of working under tight time constraints in a high volume environment with multiple priorities
- Responds well to questions; Ability to read, interpret and comply with written information and documents such as safety rules, operations / procedure manuals and maintenance instructions with a high comprehension and concentration level to include the ability to meet deadlines
- Must pass a pre-employment drug screen, random drug and/or alcohol tests, and will be subject to a criminal history background check
- Must be authorized to work in the United States
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.While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. The employee is frequently required to sit and use hands to finger, handle, or feel or operate computers and other standard office equipment. The employee is occasionally required to stand, walk, lift, twist, turn and reach with hands and arms. The employee must be capable of lifting a minimum of 20 lbs., or more if required by the essential functions of the job.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment ranges from quiet to loud as required by the essential functions of the job.
Equal Employment Opportunity
EOE, including disability/vets
City
Romulus
State
Michigan
Employment Type
Full-Time
Job Category
Transportation
Organization Level
Field
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