Dispatch Manager

**About You**

You have dispatch service call center and people management experience with a keen eye for detail. You know the city of Edmonton like the back of your hand and can problem solve on the fly while dealing with short timelines. At the heart of everything you do is to strive to deliver a world class customer experience while maintaining safety at every corner

Reporting to the VP of Customer Experience, the Dispatch Manager is responsible for supervising employees working in the dispatch service call center. Responsibilities include scheduling call center staff, recruiting and training employees, creating, and maintaining efficient workflows and business processes, liaising with vendors, drivers and customers while ensuring company and City of Edmonton Vehicle for Hire Bylaw standards are attained.

**Responsibilities**:

- Manages the daily operations of the dispatch team including but not limited to:

- Scheduling staff for the shift to ensure operational goals are attained within the budgeted cost structure
- Attendance and performance management
- Create and maintain data for KPIs and reporting, continual review and adjustments made as required to ensure they are relevant and attainable
- Adheres to municipal, provincial legislation and bylaws as well as company and departmental policies and procedures
- Advocates for growing the business by championing change for drivers, passengers and staff with safety and customer experience top of mind
- Complaint and compliment management
- Overseeing the dispatch systems, verifying, and processing driver routing activities
- Maintains close interaction and builds/retains positive relationships with our clients and staff with a focus on performance improvement opportunities and efficiencies
- Maintains and creates positive relationships with key accounts with a focus on growing the business
- Oversees various software and hardware solutions within the dispatch team as well as throughout the business and expected to regularly review performance for optimization opportunities
- Other duties as required

**Key Competencies and Qualifications**:

- 5+ years of previous dispatch experience within the transportation industry
- 5+ years of operations expertise, such as managing and scheduling crews, service coordination and communicating with customers would be an asset or work experience equivalent will be considered
- Preferred secondary education in business administration or equivalent work experience will be considered
- A strong understanding of transportation regulations and standards
- Previous experience with safety compliance and standards
- Recruiting experience to maintain an excellent roster of dispatchers and call takers that demonstrate our core values
- The ability to prioritize tasks and make decisions within guidelines to meet deadlines as well as growing the business with customer satisfaction and safety as top priorities
- Ability to inspire a shared vision and empower and motivate a team
- Ability to mentor, coach, and act as a knowledge resource to other employees
- Demonstrated ability to build professional rapport, effectively lead a team and positively influence diverse groups
- Effective and professional customer service and conflict resolution skills necessary to communicate with various audiences with the purpose of continuous improvement

**Working Conditions**
- Office environment

**About Us**

Operating as Greater Edmonton Taxi Service, J&P Auto, Prestige Transportation, and Cliffs Towing, at 2370845 Alberta Ltd., we provide a supportive and progressive work environment for our employees that will not only challenge, but encourage new ideas and common-sense solutions. We focus on collaborative efforts and always take the time to see the funny side of life We offer a competitive compensation package and are strong believers in work/life balance.

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

Schedule:

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

Application question(s):

- Tell us why you would be a great fit for this role.
- Are you local to the Edmonton area?

**Experience**:

- dispatching: 5 years (preferred)
- Call center: 5 years (preferred)
- operations management: 5 years (preferred)
- transportation industry: 3 years (preferred)

Shift availability:

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

Work Location: In person