Supervisor, Central Dispatch Services

Customers depend on Kal Tire’s national commercial tire service network and Emergency Roadside Service (ERS) to keep them rolling, wherever and whenever they require service. Due to the 24/7/365 nature of Kal Tire’s ERS offering, several CDS dispatchers are required to provide adequate coverage and ensure dispatch performance standards are met. CDS is the initial contact point for customer service requests, with the CDS team being responsible for the quick and accurate digital capture of the event details. Additionally, the CDS team facilitates service delivery in conjunction with Kal Tire’s store network.

**CDS Supervisors** will work in a collaborative team environment with other CDS Supervisors and the Manager, CDS to provide leadership, supervision, training, and support, and ensure customer service standards are met. The Supervisor, Central Dispatch Services (CDS) is responsible for leading a high performing, remote team that provides 24/7/365 ERS centralized dispatch services for Kal Tire’s strategic commercial customers. The Supervisor role involves two major areas of responsibility: operational performance, and team management.

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**Core Responsibilities**

**Team Management and Leadership**
- Create a culture of excellence within the CDS team - develop a high-functioning team that consistently executes against defined Key Performance Indicators (KPIs) and Key Behavioral Indicators (KBIs).
- Lead team performance through ongoing coaching, one-on-one sessions, performance reviews and goal setting.
- Support the CDS hiring process, including, selection, interviewing, training, scheduling and goal setting for team members.
- Manage timesheets, payroll, daily attendance, and schedule adherence.
- Promote positive team member relationships based on regular meetings, activities and communications.

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**Dispatch**
**Operations**
- Lead the implementation of process and behavior changes within the CDS operation to ensure adherence to best practices and a dedication to continuous improvement.
- Analyze call center metrics and reports, identify areas to improve, implement measures that will enhance service levels and achieve team objectives
- Strive to improve customer service levels and reduce error rates: ensure that every member of the dispatch team is actively contributing to the achievement of defined goals
- Maintain a high level of expertise on Kal Tire Commercial products and services.

**Customer Service and Communication**
- Deliver an exception service experience for Kal Tire’s strategic commercial customers through the development of a customer-first team culture, focused on response times, customer service and problem resolution.
- Effectively communicates and collaborates with store management, commercial billing and sales teams to ensure customer service objectives are met and to actively assist in the advancement of Kal Tire’s Dispatch program.

**Work Experience**
- 3-5 years of experience in Dispatch or Call Centre environments
- 2+ years of supervisory experience leading a high-performing team

**Knowledge,**
**Skills**
**and Abilities**
- Development of high-performing teams, particularly in work-from-home environments
- Diplomatic and professional approach
- High level of proficiency with Microsoft Suite (e.g. Excel, Word, etc.)
- Analytical ability - extract data and make some meaning out of it.
- Flexibility to thrive in a fast-paced and ever-changing environment.
- Ability to handle frequent interruptions and meet deadlines while under pressure.

**Education**
- Bachelor’s degree or the equivalent combination of education and experience

**Special**

**Requirements**:

- Due to the 24/7/365 nature of Kal Tire’s ERS offering, dispatch supervisors are required to have flexibility in their work schedule and will be required to work nights, weekends and statutory holidays on a rotating basis.
- Occasional travel to visit operations or attend meetings across Canada

**Negotiable Requirements**
- Commercial Truck Tire knowledge
- Previous Kal Tire Store or Service Centre experience/knowledge
- Call Centre operations experience

**About Kal Tire**
Kal Tire is the largest independently owned tire dealer in Canada with over 250 locations. Our business philosophy centers on exceeding our customers’ expectations and relies on our entrepreneurial team members to provide exceptional customer service.