Dispatcher

JOB PURPOSE

This position will be responsible for directing and supporting the needs of bus operations and assuring that the maximum level of service is provided to our customers.

KEY RESPONSIBILITIES & ACCOUNTABILITIES

• Assures that all required service levels are met.
• Monitors, schedules and records daily work status of operators.
• Creates daily reports.
• Promptly advises Management of any field problems such as accidents, breakdowns, delays, etc. and maintains a log of such occurrences.
• Perform accidents/incident investigations as needed.
• Coordinates detour and route changes as required.
• Performs road supervision duties as necessary.
• Heavy phone usage, multi-tasking ability is essential.
• Communicate and effectively manage all route adjustments to maintain on-time performance standards.
• Monitor vehicle operator hours to minimize overtime and cover demand.
• Assist with special projects as assigned and coordinate special events.
• Answers all incoming phone calls promptly and courteously.
• Inform customers of system policies and procedures if appropriate, and do so in a courteous and empathetic way.
• Take road calls and assist operators en route with accidents and incidents as well with passengers.
• Manages On-Time Performance – Constant updating of the day’s on-time performance is a key focus. Constant communication with operators should be maintained to manage routes that are running late.
• Manages On-Time First Pick Percentage – Management tool to determine which drivers or routes have difficulty getting to their first pick up on time, therefore may signify attendance issues or other factors that delay their departure.
• Maintains Confidentiality on issues that may arise in daily job functions

JOB REQUIREMENTS

Education: High School Diploma or equivalent,

Experience: Previous professional driving experience is preferred, previous customer service experience, experience working with persons with disabilities and/or senior citizen groups. Safe driving record and clean criminal history.

Licenses: Valid Florida driver's license (Class A or B with Passenger Endorsement preferred).

Knowledge, Skills, &Abilities:

• Must pass a DOT physical examination and drug screen.
• Ability to read, write and speak the English language clearly
• Must have excellent customer service skills.
• Ability to provide constructive feedback on performance and skills.
• Ability to work with minimal supervision.
• Ability to work flexible shifts including nights, weekends and Holidays.
• Demonstrate regular and consistent attendance and punctuality.
• Assimilate information quickly and accurately.
• Prioritize tasks and manage time effectively.
• Work primarily involves an office environment.
• May be required to work added hours or weekends if specific tasks demand.
• Must keep Operations Manager inform of all changes, activities, schedule of drivers and vehicles at all times.
• Communicate clearly and effectively, both orally and in writing, in the English language. This may include daily logs and reports
• Basic computer skills are needed

WORKING CONDITIONS

• Essential Functions: Must be able to work shift hours and days assigned. Must have and maintain a valid Florida Driver License.
• Able to multitask and coordinate the operations needs while supervising the service.
• Supervision of bus operators which includes assignment of equipment and work required. Organize equipment and daily requirements. Document and report any irregularities as well as respond to the need of operators and passengers in route.
• Works directly with Maintenance Department for available bus and assignment.

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Job Type: Full-time

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Night shift
• Overtime
• Weekends

Work Location:

• One location

This Job Is Ideal for Someone Who Is:

• Dependable -- more reliable than spontaneous
• People-oriented -- enjoys interacting with people and working on group projects
• Adaptable/flexible -- enjoys doing work that requires frequent shifts in direction
• Detail-oriented -- would rather focus on the details of work than the bigger picture
• Achievement-oriented -- enjoys taking on challenges, even if they might fail
• High stress tolerance -- thrives in a high-pressure environment

This Company Describes Its Culture as:

• Detail-oriented -- quality and precision-focused
• Innovative -- innovative and risk-taking
• Stable -- traditional, stable, strong processes
• People-oriented -- supportive and fairness-focused
• Team-oriented -- cooperative and collaborative