Dispatch Supervisor

2 days ago

Edmonton, Canada Cliff's Towing Ltd. Full time

_**Cliff's Towing is seeking an experienced Dispatch Supervisor to join our team as we are in the business of helping people If this is you, don't miss out on this great opportunity. APPLY NOW**_

Reporting to the Operations Manager, you are responsible for the supervision of call-takers and dispatchers. You will ensure that call-takers and dispatchers are properly trained in receiving all initial customer incoming service requests and other calls; determining correct routing of calls; appropriate towing and transport service needs; dispatching drivers; and processing documentation for unclaimed vehicles; oversees lot security personnel to ensure the safekeeping of and proper release of customer vehicles; will create an attractive and safe working environment that has a sustainable business model while generating acceptable profits and contributing positively to our employees, community and our environment.

**Personnel**

Ensures employees understand the importance of treating our customers with dignity and respect and recognize that exceptional service begins with quality people. Supports a culture of making clients and their needs the primary focus for all towing personnel using a variety of systems and processes to reinforce and reward client focused behaviours.
- Orient and train staff on an ongoing basis how to safely perform their tasks, embrace company policy and exceed customer service expectations.
- Schedule staff to support towing and transportation demand, while minimizing costs and complying with federal employment standards to provide a desirable work/life balance for the employee.
- Approve time cards and vacation leaves.
- Assist staff in resolving issues with customers, responsibilities, computers/printers, equipment and relations with other departments.
- Motivate, evaluate, reward and discipline staff performance providing verbal and written feedback.

**Invoicing**

Ensure approved price lists are continually updated in the system and followed by dispatchers and drivers. Negotiate pricing on impound releases and customer vehicle sign-overs.

**Personal Development**:
The Dispatch Supervisor will receive verbal and written feedback on how they perform their tasks and embrace company policy. Performance is evaluated on, but is not limited to:Safety CommitmentCustomer serviceCooperationPersonnel ManagementMaximizing Revenue o Ticket/lot card completeness and accuracy o Timeliness of storage letters
- Managing CostsMaintenance of dispatching and other systemsDepartment organization, efficiency and cleanliness Utilize mentors, co-workers, training courses/seminars and industry resources to develop efficiencies and specialize within the industry.

**Business Development**

Works with the Operations Manager to establish performance & productivity goals for the department - monitors and suggests revisions to goals as appropriate.
- Provides the Operations Manager with “on the street intelligence” that comes from the Call-takers and Dispatchers regarding competitive activities.
- Review and approve expenses that are within scope of their approval level; referring larger expenses or major repairs to the Operations Manager as appropriate.
- Be aware of the competition regarding tow rates and employee compensation.
- Participate as part of the Management Team and build collaborative relationships with all of department managers to facilitate orderly operation of the overall business.
- Work smarter by utilizing best practices and embracing technology.

**Shift Information**:
Since we are a 24/7 operation, the Dispatch Supervisor will be expected to vary their work hours to communicate with these shifts electronically, over the phone and in person as necessary.

**Essential Skills**:

- 1 year progressive experience from call-taker to dispatcher
- 3 year proven supervisory experience preferably in the towing industry
- Excellent communication skills
- Quality and customer focused
- Direct experience assessing training needs and delivering the training
- Intermediate computer skills (Microsoft Word, Outlook, and Excel)
- Familiar with Federal Safety and Employment legislation

**At Cliffs we provide professional and safe towing, transport and recovery services. From the first contact with our friendly dispatchers to the arrival of our trained operators, we aim to bring you peace of mind in a stressful situation. We pride ourselves on being there for you 24/7 since 1953.**

**Job Types**: Full-time, Permanent

Schedule:

- 8 hour shift
- Day shift
- Evenings
- Evening shift
- Monday to Friday
- Morning shift
- Night shift
- On call
- Weekend availability

**Experience**:

- supervisory dispatch: 3 years (preferred)
- progressive call-taker to dispatcher: 1 year (preferred)
- towing industry: 3 years (preferred)

Shift availability:

- Day Shift (required)
- Night Shift (required)
- Overnight Shift (required)

Work Location: One location

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