Dispatch Team Lead

What will your job look like

The Team Lead Dispatch plays a crucial role in overseeing the efficient daily operations of the dispatch team. Acting as a mentor and subject matter expert the Team Lead Dispatch will guide other team members. This role involves monitoring all daily tasks to ensure their completion and providing basic Workforce coverage when the team is absent. The ideal candidate will demonstrate strong leadership problem-solving and communication skills to cultivate a productive and positive work environment.

Location: In Office - 5 days a week

1055 East 18th Street
Tucson AZ 85719

What youll do:

Oversee the daily workflow of dispatch operations
Assign trips and coordinate with third-party providers to ensure operational efficiency
Serve as the teams Subject Matter Expert both locally and externally
Act as a mentor to employees and assist with the development of team members
Act as a back up to the Supervisor Dispatch when needed
Provide coverage or find suitable replacements for employees who call out
Perform tasks as directed by the supervisor
Report employee scorecards to the supervisor
Serve as the primary liaison for employees relaying information to management
Assist in achieving business KPIs and strategic goals
Troubleshoot and resolve technical issues while navigating multiple systems
Maintain comprehensive knowledge of company protocols products and services
Support special projects as needed

What youll need:

Experience Education & Certifications:

High school diploma or G.E.D. equivalent
1 year of customer service experience
Experience in coaching mentoring and fostering a positive workplace environment
Proficient in Microsoft Office Suite particularly Excel Word and Outlook
Familiarity with Medicaid and Non-Emergency Medical Transportation (NEMT) programs preferred

Knowledge Skills and Competencies

Strong leadership and supervisory skills
Effective mentoring and coaching abilities
Technologically adept with troubleshooting experience
Excellent analytical and strategic planning skills

Even better if you have...
Strong verbal and written communication skills
Exceptional organizational and time-management skills
Ability to motivate and drive team productivity
Ability to maintain confidentiality and work effectively in a fast-paced environment
Multitasking proficiency with Contact Center systems

Working Conditions

This job operates in a professional office environment
May be subject to adverse weather conditions during times of travel

Physical Requirements

May require sitting in front of and operating a computer for extended periods
Requires close visual acuity when operating a computer
Must be able to communicate with others and comprehend instructions
Requires light lifting and carrying
Routinely uses standard office equipment such as computers phones and photocopiers
Must be able to move around an office environment

What will your job look like

TheDispatcherworks to direct the day-to-day route and trip operations assists with organizing and conducting activities to assure safe cost-effective on-time operating performance tracks and reports sign-in/sign-out times assure routes are timely and communicate service issues to the appropriate personnel. This work is done in compliance with the procedures defined by the client and in conformance with company procedures which involve daily communication and interaction with drivers and monitors (as applicable).

Location: In Office - 5 days a week

1055 East 18th Street
Tucson AZ 85719

What youll do:

• Assist with all phone call information and dispatching of rides

• Organize and route trips based on schedule and location to ensure optimal performance

• Provide assistance to drivers for directions to destinations

• Assistdrivers and transportation providerswith problems or issues relating to scheduling

• Establish and maintain effective communication with transportation providers

• Report and record all incidents to the applicable manager

• Document and report provider no shows or on-time-performance issues

• Inform transportation providers of their next-days trips and any new trips that occur

• Monitor radio telephones and on-road provision of service for quality

• Record time of departure destination and expected time of return

• Provide feedback on drivers performance

What youll need:

Experience Education & Certifications:

• Must be 18 years of age or older

• High School Diploma or GED

• 1 year of Call Center experience

• 6 months Customer Service experience

• 2 years in transportation routing dispatching and scheduling expertise preferred

• 1 year experience working with the applicable transit scheduling system preferred

Skills:

• Basic typing/computer experience with excellent navigational skills

• Knowledge of GPS and GIS systems preferred

Even better if you have...

• Excellent communication and interpersonal skills

• Good organizational skills with attention to timeliness and details

• Must be able to demonstrate effective use of scheduling software two-way radio communication and data analysis skills

• Skills in the use of computers including Microsoft Word Excel and other Microsoft applications

• Ability to maintain high level of confidentiality

• Regular attendance is required

Whats in it for you:

• Health and Life Insurance Plans

• Dental and Vision Plans

• 401(k) with a company match

• Paid Time Off and Holiday Pay

• Maternity/Paternity Leave

• Casual Dress Environment

• Tuition Reimbursement

• MTM Perks Discount Program

• Leadership Mentoring Opportunities

• Casual Dress Environment

Salary Min: $ 19.00

Salary Max: $ 19.00

This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the jobs location. We offer competitive pay that varies based on individual skills experience and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more you are welcome to discuss this with us as you move through the selection process.

Equal Opportunity Employer: MTM is an equal opportunity employer. MTM considers qualified candidates with a criminal history in a manner consistent with the requirements of applicable local State and Federal law. If you are in need of accommodations please contact MTMs People & Culture.

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