What will your job look like?

The Team Lead, Dispatch plays a crucial role in overseeing the efficient daily operations of the dispatch team. Acting as a mentor and subject matter expert, the Team Lead, Dispatch will guide other team members. This role involves monitoring all daily tasks to ensure their completion and providing basic Workforce coverage when the team is absent. The ideal candidate will demonstrate strong leadership, problem-solving, and communication skills to cultivate a productive and positive work environment.

Location: In Office - 5 days a week

1055 East 18th Street
Tucson, AZ 85719

What you’ll do:

• Oversee the daily workflow of dispatch operations
• Assign trips and coordinate with third-party providers to ensure operational efficiency
• Serve as the team’s Subject Matter Expert, both locally and externally
• Act as a mentor to employees and assist with the development of team members
• Act as a back up to the Supervisor, Dispatch when needed
• Provide coverage or find suitable replacements for employees who call out
• Perform tasks as directed by the supervisor
• Report employee scorecards to the supervisor
• Serve as the primary liaison for employees, relaying information to management
• Assist in achieving business KPIs and strategic goals
• Troubleshoot and resolve technical issues while navigating multiple systems
• Maintain comprehensive knowledge of company protocols, products, and services
• Support special projects as needed

What you’ll need:

Experience, Education & Certifications:

• High school diploma or G.E.D. equivalent
• 1 year of customer service experience
• Experience in coaching, mentoring, and fostering a positive workplace environment
• Proficient in Microsoft Office Suite, particularly Excel, Word, and Outlook
• Familiarity with Medicaid and Non-Emergency Medical Transportation (NEMT) programs preferred

Knowledge, Skills, and Competencies

• Strong leadership and supervisory skills
• Effective mentoring and coaching abilities
• Technologically adept with troubleshooting experience
• Excellent analytical and strategic planning skills

Even better if you have...
• Strong verbal and written communication skills
• Exceptional organizational and time-management skills
• Ability to motivate and drive team productivity
• Ability to maintain confidentiality and work effectively in a fast-paced environment
• Multitasking proficiency with Contact Center systems

Working Conditions

• This job operates in a professional office environment
• May be subject to adverse weather conditions during times of travel

Physical Requirements

• May require sitting in front of, and operating, a computer for extended periods
• Requires close visual acuity when operating a computer
• Must be able to communicate with others and comprehend instructions
• Requires light lifting and carrying
• Routinely uses standard office equipment such as computers, phones, and photocopiers
• Must be able to move around an office environment

What will your job look like?

The Dispatcher works to direct the day-to-day route and trip operations, assists with 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. This work is done in compliance with the procedures defined by the client and in conformance with company procedures, which involve daily communication and interaction with drivers and monitors (as applicable).

Location: In Office - 5 days a week

1055 East 18th Street
Tucson, AZ 85719

What you’ll do:

• Assist with all phone call information and dispatching of rides

• Organize and route trips based on schedule and location to ensure optimal performance

• Provide assistance to drivers for directions to destinations

• Assist drivers and transportation providers with problems or issues relating to scheduling

• Establish and maintain effective communication with transportation providers

• Report and record all incidents to the applicable manager

• Document and report provider no shows or on-time-performance issues

• Inform transportation providers of their next-days trips and any new trips that occur

• Monitor radio, telephones and on-road provision of service for quality

• Record time of departure, destination, and expected time of return

• Provide feedback on drivers’ performance

What you’ll need:

Experience, Education & Certifications:

• Must be 18 years of age or older

• High School Diploma or GED

• 1 year of Call Center experience

• 6 months Customer Service experience

• 2+ years in transportation routing, dispatching, and scheduling expertise preferred

• 1 year experience working with the applicable transit scheduling system preferred

Skills:

• Basic typing/computer experience with excellent navigational skills

• Knowledge of GPS and GIS systems preferred

Even better if you have...

• Excellent communication and interpersonal skills

• Good organizational skills with attention to timeliness and details

• 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

• Ability to maintain high level of confidentiality

• Regular attendance is required

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

• Casual Dress Environment

Salary Min: $ 19.00

Salary Max: $ 19.00

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.

#MTM