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Dispatch Manager in Baltimore, MD at MV Transportation

Date Posted: 10/8/2020

Job Snapshot

Job Description

MV Transportation is seeking a Dispatch Manager to provide direction to and maintain two-way communications with all dispatch staff while monitoring system performance and making adjustments where necessary to maximize on-time performance, minimize customer wait times for on-call or will-call services, minimize service disruptions as a result of vehicle or operator availability or emergency situations.

Responsibilities:

The Dispatch Manager must be able to perform the following tasks, among others:

  • Set positive example for dispatch staff 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
  • Impose discipline according to company policy and in compliance with collective agreements including suspension or termination of employment
  • Ensure dispatch protocols are in compliance with both client and company policies and procedures
  • 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 staff to ensure timely communication of passenger cancellations or changes as required
  • Provides dispatch coverage during peak service times and during employee shortages
  • Ensure dispatch staff 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 dispatch staff document accurately and appropriately daily events related to service
  • Manage vehicle pull-outs according to schedule and/or customer expectations

Talent Requirements:

  • Experience in window and radio dispatching is required; proficiency in Trapeze PASS is also required
  • Ability to compose grammatically correct emails to the client and others
  • Must have a strong working knowledge of Trapeze and the skills to resolve situational challenges
  • Must work effectively with fellow employees and have strong leadership characteristics
  • Must have good time management skills and ability to manage multiple tasks concurrently
  • Requires flexible hours, including long days and weekends
  • Knowledge of service area and system parameters
  • Proficient in Microsoft Office software
  • 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 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!

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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