Dispatch Lead 0428

The Dispatcher Lead oversees the dispatchers, collaborates with Operations Managers and Director of Operations to maintain schedules and enforce policies.     

Essential Duties and Responsibilities 

• Maintain constant communication with supervisors, staff, and clients to ensure efficient operations.

• Act as back-up for dispatcher absences and add support as call flow requires.

• Create weekly schedules for dispatchers, noting requests for time off, confirming 24/7 coverage, minimizing the need for overtime pay, and submitting to the DO and OM for approval.

• Procure and enter insurance verification information (Sooner Care and Social Security numbers), ensuring app entries are complete and correct.

• Follow up formal training of new dispatchers, detailing their daily work and assisting with available technology systems, needed reporting, and other dispatching processes.

• Field elevated calls from dispatchers, proactively watching for trends, offering guidance, and solving problems. Report recurring problems to DO and OM for team discussion; enter extended ETAs and Driver time exceptions into Issue Log as they happen.

• Provide daily oversight of Issue Log, noting opportunities for coaching staff or process changes.

• Work collaboratively with Field Supervisors to update and maintain a list of facility contacts and current drivers, notifying others of changes in address or information.

• Submit all weekly/monthly reports to DO and OM, utilizing data from Smart Sheets and software/apps.

• Drive excellence by creating efficiencies that will A) reduce the arrival time for drivers (under the 2-hour maximum) and B) eliminate the amount of overtime paid to dispatchers and C) improve drivers’ monthly safety scores in Samsara. Report all overages to DO and OM.

• Maintain confidentiality of client, employee and proprietary business information. Understands and follows all company policies and practices regarding HIPAA. Monitors operations to ensure compliance.

• Other duties as assigned by leadership.

Requirements 

• Minimum of a high school degree.  

• Experience as a dispatcher or other similar position. 

• Proficient in English (oral and written); active listener with excellent communication skills.

• Tech-savvy, good typing skills, and experience with data entry. 

  Proficiency in Microsoft Excel.