Dispatch Manager

6 months ago

Surrey, Canada First Transit Canada Full time

**Job Purpose**: The Dispatch Manager is responsible for the planning, organization, and routing weekly and monthly trips to ensure successful delivery of across the transit system. Working closely with booking, scheduling and operations within a matrix organization, this position ensures that robust dispatch processes are developed and followed, ensuring successful execution of the service. Additionally, the position provides guidance to General Managers regarding input to strategic decisions that affect the functional area of responsibility

**Major Responsibilities**:
Assumes overall responsibility for dispatching approximately 4800 trips per day.
Evaluates and assesses the needs and requirements of the HandyDART system as it pertains to the routing software as well as their internal departmental process and understand the effect on operations
Responsible for the daily upkeep of changes resulting from customer requests. The changes may require the use of planning ingenuity to work within the policy and timeline framework established
Adds or eliminates driver shifts on a daily basis, based on driver staffing levels. Provides daily direction to Operations, Chief Dispatch on which Driver and Call Centre shifts to fill. Adjusts Dispatch shifts as required
Responsible for conducting bus run/route optimization and the undertaking of analyses regarding customer demand with respect to obtaining greater efficiency
Investigates and replies to client complaints, employee, and stakeholder queries in a professional and timely manner
Oversees the use of supplementary non-dedicated services on a daily basis to manage trip overflow, including charter and single taxi trips
Works with non-dedicated services and internal management team to improve process resulting in timely and efficient performance by taxi contractors
Meets minimum department performance goals, including On Time Performance (OTP). Monitors daily trends and provides direction to Dispatch to ensure OTP goals are met. Ensures daily success in achieving OTP and other relevant KPI goals. Minimizes missed/excessive late trips and provides justification where required. Works with other departments to meet minimum organizational performance goals
Identifies and collects information for the purpose of creating and maintaining a digital map and the maintenance of databases
Assists with developing and updating processes as required including Incident Reporting, Code 99 handling, and de-escalation of client situations
Implements Dispatch processes using First Transit Analytics to focus on improved performance. Analyzes data, identifies operational deficiencies and works with other departments to implement solutions
Provides leadership in labour and employee relations to resolve issues and produce coordinated and consistent efforts to achieve corporate goals. Holds a minimum of two Dispatch Employee meetings per year. Creates strong relationships with employees with a focus on respectful and professional communications. Develops strategies to improve employee attendance within the department
Actively participates in the recruitment process and assists with interviewing new Dispatch applicants. Understands the practices of successful employee recruiting
Drives employee engagement and recognition. Coaches, trains, and motivates employees. Ensures cross training between Dispatch, Taxi Dispatch, and/or Chief Dispatch Classifications
Develops employees for peak performance through training, mentoring and coaching. Reviews and revises staff performance requirements and conducts performance evaluations for dispatch employees. Recommends and disciplines employees when required
Updates Dispatch and Taxi Dispatch training manuals and supporting documents, as required
Complies with organizational policies and procedures, as well as relevant provincial and federal legislation
Performs other duties as assigned

**Experience & Skills Required**:
3+ years of experience in a transit scheduling or dispatch role with a minimum of 1 year in a supervisory capacity

Thorough knowledge of scheduling and dispatch functions

Strong decision making and problem-solving skills

Capability to plan, organize and direct employees

Experience training scheduling and dispatch staff

Experience with Trapeze or other transportation scheduling software is preferred

Strong analytical skills to track scheduling performance metrics

Ability to multi-task

**Physical Requirements & Working Conditions**:
Office environment

Fast paced environment

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