What will your job look like?

The Manager, Dispatch is responsible for all aspects of successful Dispatch Operations. This role will be responsible for managing and training all Customer Experience Agent personnel on the day-to-day functions within the dispatch and customer service capacity. They will ensure all personnel have a firm understanding and knowledge of the route and trip operations. Organizing and conducting activities to assure safe, cost-effective, on-time operating performance, tracks and reports sign-in/sign-out times, assure routes are timely, and communicate service issues to the appropriate personnel. Provides front line supervision of all Customer Experience Agents.

This position is in-office.

Location: 829 West Silverlake Road Tucson, AZ 85713

What you’ll do:

• Actively manage all dispatch and customer services performed for the client in which we serve
• Track, trend, analyze and take action on all aspects of dispatch and customer service operations
• Oversee the call center
• Ensure trips are scheduled appropriately following ADA requirements and guidelines
• Ensure adequate coverage as required by contract, and with backup plans in place
• Create continuity with all departments which are key to the overall Dispatch and Customer Service Operation
• Implement and effectively use all tools available, including procedures
• Manage and train all new Customer Experience Agents to perform all dispatch duties
• Report any and all issues to the applicable manager in a timely manner
• Complete all retraining for current Customer Experience Agents on current and new policies and procedures
• Assist operations with organizing and routing trips based on schedule and location to ensure optimal performance
• Assist operations and transportation providers with problems or issues relating to scheduling
• Report and resolve all incidents pertaining to dispatcher performance
• Monitor radio, telephones and on-road provision of service for quality
• Record time of departure, destination, and expected time of return
• Establish and maintain effective communication with transportation providers
• Review schedules and trip reconciliation daily to ensure trips area assigned promptly and accurately
• Manage and maintain driver schedules, time-off requests, and overtime tracker
• Monitors daily system performance and maintain tracker for reporting purposes
• Notes all provider no shows or on-time-performance issues
• Provide feedback on drivers’ performance
• Perform additional duties as assigned or required.

What you’ll need:

Experience, Education & Certifications:

• High School Diploma or equivalent required
• 2+ years in transportation routing, dispatching, and scheduling supervision
• Must possess a valid driver’s license

Skills:

• Must possess excellent interpersonal skills and ability to work with a variety of people and job positions
• Knowledge of ADA, DOT, FTA regulations
• Ability to acquire in-depth knowledge of Ride Right operations, company policies, and guidelines
• Proven experience in operations and management of staff
• Extensive knowledge of Trapeze transit routing system
• Exceptional interpretation and problem solving skills
• Ability to schedule, organize and prioritize multiple tasks
• Proven experience supervising and monitoring the delivery of contractual services
• Must be able to evaluate and resolve problems and issues in a constructive manner
• Moderate to advanced computer skills
• Ability to maintain high level of confidentiality
• Must be able to demonstrate effective use of scheduling software, two-way radio communication and data analysis skills
• Skills in the use of computers, including Microsoft Word, Excel and other Microsoft applications
• Regular attendance is required

Even better if you have...

• 1 year experience working with the applicable transit scheduling system preferred
• Knowledge of GPS and GIS systems preferred

What’s in it for you:

• Health and Life Insurance Plans
• Dental and Vision Plans
• 401(k) with a company match
• Paid Time Off and Holiday Pay
• Maternity/Paternity Leave
• Casual Dress Environment
• Tuition Reimbursement
• MTM Perks Discount Program
• Leadership Mentoring Opportunities

Minium Salary: $65, 440/annually

Maximum Salary: $90, 000/annually

This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual skills, experience, and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss this with us as you move through the selection process.

Equal Opportunity Employer: MTM is an equal opportunity employer. MTM considers qualified candidates with a criminal history in a manner consistent with the requirements of applicable local, State, and Federal law. If you are in need of accommodations, please contact MTM’s People & Culture.

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