Manager Dispatch

**About Us**:
As Canada's largest automobile association, we are passionate about keeping our Members safe - whether they are on the road, at home, or travelling abroad. Meeting the diverse needs of our 2.4M+ Members requires high performing, forward thinking, and innovative people who work collaboratively to keep propelling our business forward.

**Who we are**:
As Canada's largest automobile association, we are passionate about keeping our Members safe
- whether they are on the road, at home, or travelling abroad. Meeting the diverse needs of our two-million Members requires high performing, forward thinking, and innovative people who work collaboratively to keep propelling our business forward. Life at CAA Club Group is fast paced, performance-driven and rewarding. We value our Associates' career growth and ongoing professional development
- and we regularly recognize their achievements and outstanding results. CAA Club Group (CCG) is known for providing stellar emergency roadside assistance to our motoring Members and non-Members. We work hard and play hard. We're about doing what's right and feeling good about it.

**Position Details**:
**What You Will Do**
- Ensure effective and efficient operations of the Dispatch team, including Workforce Management of both ON and MB teams, as well as contracted network, based on Live Dispatch calls.
- Ensure all Dispatch team acts to ensure Member safety in all situations, while giving key priority to emergent situations, all the while maintaining ATA.
- Develop all Dispatch Service procedures and standards for safety, quality, consistency, accuracy and speed of service are met and monitor adherence to them.
- Develop and manage plans and tactics that will improve Member Safety and Member satisfaction while at the same time maintain a cost-effective business model for the Network
- Monitor and ensure achievement of key performance indicators that will improve dispatch efficacy and then improve member satisfaction
- Analyze performance statistics in both dispatch team and network results and recommend and implement business process improvements
- Analyze daily, weekly, monthly Dispatch KPIs, including outliers, to identify gaps in service, and recommend solutions to improve member safety
- Act as Dispatch prime to prepare for and execute on High Call Volume mitigation plans, including providing round-the-clock support for Road Service team, all to ensure Member safety
- Coach, mentor and develop supervisory leadership team that will promote a high-performance culture
- Develop and execute employee engagement plan specific to WAHA environment to ensure high engagement of work-at-home staff
- Review and analyze KPIs that impact Member safety and Member experience to identify gaps
- Partner with peers in Network, JV, Call Centre to develop and execute processes that align with Member safety, Member experience and CCG principles
**Who You Are**
- University Degree
- 3-5 years of experience in management - logistics or otherwise
- 3-5 years of experience in managing / supervising a dispatch or towing operation
- Self-motivated and proactive with an ability to work to deadlines
- Strong analytical and computer skills
- Excellent interpersonal and oral and written communication skills

**Our Commitment**:

- We are an equal opportunity employer and are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). CCG will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs_