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Dispatch Supervisor in Baltimore, MD at MV Transportation

Date Posted: 5/4/2020

Job Snapshot

Job Description

MV Transportation has been closely following the Centers for Disease Control (CDC) guidelines for personal protection equipment (PPE), which now includes gloves and hand sanitizer in our divisions. Our Procurement team was able to secure an order for more than a half-million masks and other personal protection equipment, which have been sent to our divisions. MV Transportation as a company remains strong and we will be well-positioned to move forward even during these trying times. The safety and well-being of our employees and the passengers we serve remains our #1 priority!

Reporting to the Dispatch Manager, the Dispatch Supervisor is responsible for supervising dispatch agents, within a call center environment, ensuring effective daily communication across the operation and with subcontractors. Monitors service levels while making proactive adjustments to maximize on-time performance. Demonstrates effective use of Trapeze scheduling software, two-way radio communication, and data analysis skills.

  • Supervises and coordinates the technical and customer service operations of the dispatch department.
  • Ensures on-time-percentage and other metrics are met to meet client and company standards.
  • Resolves escalated customer complaints and provides coaching and feedback to dispatch agents.
  • Ensures continuous improvement in meeting department goals and customer satisfaction metrics.
  • Maintains a professional, "can-do" attitude that is team focused along with a professional appearance.

Essential Functions of the Position
Ensures dispatch staff are effectively performing linked functions, between the operators and customers, by monitoring the responses to customer service requests and by ensuring appropriate prioritization and dispatch of service requests to Senior Management.

  • Communicates with Management as needed making decisions to maximize efficiencies and resolve issues.
  • Supervises subordinate staff to include coaching and counseling dispatch agents, setting lunch schedules, administering progressive discipline to subordinate staff, etc.
  • Monitors specific charts and daily graphs to ensure that all service calls are being managed and completed in a timely manner.
  • Monitors real time call flow, in-bound dispatcher availability, service levels and other critical call statistics to ensure calls are answered in a timely manner and abandon calls are minimized.

Talent Requirements

  • High School Diploma or equivalent with at least two years of relevant experience in a customer service industry
  • Two (2) years of demonstrated supervisory experience in a customer service related industry
  • Two (2) year college degree preferred in related field of study

Skills/Abilities and Knowledge

  • Ability to learn and demonstrate efficiency in the use of Trapeze transportation software
  • Strong coaching, customer service and conflict resolution skills
  • Ability to work independently and follow directions while meeting team goals
  • Ability to adapt and remain flexible in a dynamic, fast-changing environment
  • Ability to supervise multiple projects at once for a 7 day/week operations
  • Excellent verbal and written communication skills
  • Flexibility to work a varied schedule including evenings, overnights and/or weekends

MV Transportation is committed to as policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, physical or mental disability, veteran or military status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.

Where permissible under applicable state and local law, applicants may be subject to a pre-employment drug test and background check after receiving a conditional offer of employment.

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