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Dispatch Supervisor

4 months 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 they 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.

In addition, responsibilities include implementing assigned strategic and operational goals and objectives, enhancing revenue and profitability, continually improving productivity and efficiency, and maximizing resources. The Dispatch Supervisor, as part of the Management Team, will work with other supervisors (especially towing and transportation) to strengthen the efficiency of the organization.

**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.
- Co-ordinate vacation leave for approval by Operations Manager.
- 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.
- Recommend annual pay increases, promotions, or terminations for approval by the Operations Manager.

**Invoicing**:
Ensure approved price lists are continually updated in the system and followed by dispatchers and drivers.

**Information/Communication Systems**:
Support and maintain a variety of systems utilized by the call-takers and dispatchers. Train direct report to use these systems efficiently and effectively. Systems include, but are not limited to:

- Dispatching and invoicing system (Tracker); Phone system; Two-way Radios; GPS ; tracking system; Internet (traffic cams, maps, weather, etc.)

**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.
- 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.

**Personal Development**:
In addition, responsibilities include implementing assigned strategic and operational goals and objectives, enhancing revenue and profitability, continually improving productivity and efficiency, and maximizing resources. The Dispatch Supervisor, as part of the Management Team, will work with other supervisors (especially towing and transportation) to strengthen the efficiency of the organization.

**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

**Work Conditions**:

- Working at a computer for extended periods of time
- Working with multiple communication devices including phones, radios
- Multi-tasking in a hectic environment
- Shift work
- May work alone with constant communication with drivers.

**About Us**

Operating as Greater Edmonton Taxi Service, J&P Auto, Prestige Transportation, and Cliffs