Dispatch Manager in Las Vegas, NV at MV Transportation

Date Posted: 2/22/2018

Job Snapshot

Job Description

MV Transportation is seeking a Dispatch Manager who will provide direction and hands-on management for the Dispatch department to insure contact compliance, while monitoring system performance and making adjustments where necessary to maintain on-time performance, maximize efficiency, minimize customer wait times and service disruptions. Successful applicant will report to the General Manager.

Key Responsibilities and Accountabilities

The following is not intended to be a comprehensive list of the essential functions of the Dispatch Manager position, but rather a general description of some of the requirements necessary to carry out the duties and responsibilities of this position. The Dispatch Manager must be able to perform the following tasks, among others:

  • The company vision, values and culture are understood, communicated and positively promoted.
  • Set positive example for dispatch agents by providing consistent support and positive leadership.
  • Responsible for positive employee morale and quality customer service.
  • Proactively assess staffing needs as determined by service hours and peak call periods.
  • Define and publish staff and Driver schedules based on service demand and in accordance with collective agreements.
  • Recruit, interview and select employees in compliance with MVT hiring practices and standards of qualification
  • Recommend personnel for promotion, demotion or reclassification.
  • Ensure prompt investigation and resolution of complaints and incidents as relates to direct reports and in compliance with company policy and collective agreement.
  • Impose discipline according to company policy and in compliance with collective agreements including suspension or termination of employment.
  • Participate in and advise senior management regarding labor relations strategies and relationships.
  • Respect and maintain the confidentiality of all employee records, business records, client and customer information, data and other information not otherwise available to the public.
  • Ensures all safety regulations are being observed and all training methods are adequate and effective.
  • Ensure dispatch protocols are in compliance with both client and company policies and procedures.
  • Organize and coordinate dispatch agent training programs for new hires and refresher customer service training programs for department personnel.
  • Prepares, verifies, and authorizes employee schedules and work records for payroll purposes.
  • Assigns work duties to qualified employees to ensure adequate coverage of all shifts.
  • Monitor dispatch performance as it relates to driver incidents, equipment failure, vehicle breakdowns, and other potential service disruptions.
  • Monitor dispatch agents to ensure timely communication of passenger cancellations or changes as required.
  • Provides dispatch coverage during peak service times and during employee shortages.
  • Ensure dispatchers assign will-call and same day trips to available and appropriate vehicles in order to ensure on-time performance, minimize wait and ride times and to maintain system productivity.
  • Ensure dispatchers document accurately and appropriately daily events related to service.
  • Manage vehicle pull-outs according to schedule and/or customer expectations.
  • Maximize wage to revenue percentages and minimize non-revenue and OT wages.
  • Define and publish driver schedules based on service demand and in accordance with collective agreement.
  • Maintain a safe work area and a focus on safety to reduce the opportunity for injury to self or other employees.
  • Maintain accurate records and appropriate filing systems.

Talent Requirements


  • Three years supervisory or management experience in the transportation industry, preferably fixed route.
  • Substantial experience in the operation phases of a fixed route system.
  • Excellent customer service skills.
  • Must have a strong working knowledge of a fixed route scheduling and dispatch software (i.e., Trapeze).
  • Superior problem solving skills.
  • Must work effectively with fellow employees and have strong leadership characteristics.
  • Must have good time management skills and ability to manage multiple tasks concurrently.
  • Must be able to work a varied scheduled.
  • Must have the ability to recruit and develop staff to deliver reliable service product.
  • Proficient in Microsoft Office software.
  • Demonstrated ability to manage with a "Safety First" attitude.

Knowledge, Skills, and Abilities:

  • Knowledge of windows-based computer operating systems and functional knowledge of word processing, spreadsheet and presentation software.
  • Strong organizational skills, filing and file maintenance.
  • Ability to read, write and speak English.
  • Ability to communicate effectively at all levels.
  • Able to use multi-line phone system.
  • Ability to handle multiple tasks accurately and effectively.
  • Ability to work independently and objectively.
  • Strong organizational and analytical skills.
  • Ability to effectively delegate tasks and provide appropriate supervision and follow up to department staff.
  • Provide excellent customer service and present a professional demeanor and appearance.

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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