Paratransit Dispatch Supervisor

At MTM Transit, it is never just a ride, it's personal. We understand that our passengers deserve personalized attention and exceptional care and to us, every trip is important. We have exciting opportunities to join our growing team where your work has a direct impact on the communities we serve. Our company culture is one of innovation, collaboration, and growth. If you are passionate, driven, and ready to join a team where your work will directly transform and shape our industry, then we want to talk to you!

What Will Your Job Look Like?

The Supervisor, Dispatch is responsible for managing the performance and productivity of Dispatch personnel. The Supervisor, Dispatch will assure all personnel are properly trained, knowledgeable and proficient in all aspects of Dispatch. The Supervisor, Dispatch will manage employee personnel issues, maintain appropriate staffing for all shifts, ensure compliance with all company policies, and ensure all trip routing and scheduling activities are completed in a timely manner.

This position is contingent upon award of contract.

Location: Peoria, IL

What you'll do:

• Monitor and ensure Dispatchers provide a high level of service to Customers, Drivers and third party Transportation Vendors
• Monitor all staff productivity and progress towards meeting defined KPIs
• Ensure all daily dispatch tasks are completed in a timely and accurate manner
• Escalate issues with trip routing and scheduling to appropriate internal stakeholders including Logistics Master Data, Vendor Recruitment, and/or local Vendor Management teams
• Ensure issues with dispatch task completion are appropriately documented and communicated to relevant leadership and internal stakeholders
• Ensure all staff are provided the training and resources necessary to effectively complete assigned tasks
• Assist with the development and administering of staff training programs
• Act as a resource to staff, answering questions and assisting with escalated issues as appropriate
• Proactively coach staff members on areas of opportunity for performance improvement and development opportunities
• Conduct monthly meetings with employees to evaluate employee performance
• Manage employee discipline process in adherence to MTM policies
• Manage the employee recruitment process in adherence to MTM policies
• Partner with workforce management to ensure staffing levels are maintained for all shifts
• Regular attendance is required
• Other duties as assigned

What you'll need:

Experience, Education & Certifications:

• High School Diploma or G.E.D
• 3+ years of previous experience in customer service or dispatch operations
• 1 of those years must be in a lead dispatch or supervisor role.
• Must have experience in the provision of ADA-regulated paratransit service, and should be fully knowledgeable of all applicable ADA regulations.
• Previous experience with call routing and chat software such Ecolane.

Skills:

• Ability to maintain a high level of confidentiality
• Excellent communication and interpersonal skills
• Ability to coach, mentor and foster a positive work environment
• Good organizational skills
• Strong ability to pay attention to detail
• Ability to meet deadlines and complete work in a timely manner
• Must be able to demonstrate strong customer service skills
• Moderate skills in Microsoft Office
• Ability to prioritize assigned projects, incidents, and requests
• Ability to identify with customers' needs and circumstances
• Ability to recognize, handle and refer situations of an emergent nature
• Demonstrate a high level of ownership
• Ability to maintain positive and team focused during high stress situations
• Ability to motivate and coach employees to deliver a high level of productivity
• Knowledge of transportation logistics and dispatch operations
• Ability to make sound judgement calls
• Strong decision making and problem solving abilities
• Adhere to all MTM established protocols and policies
• Regular attendance

Even better if you have...

• Previous management experience in a union environment is preferred
• College degree preferred

What's 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

Minium Salary: $55,920/annually

Maximum Salary: $69,900 /annually

This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's 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 MTM's People & Culture.

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