Dispatch Supervisor - Located in Milwaukie, OR
Located in Milwaukie, ORMore Information about this Job:
The NEMT Dispatch Supervisor directly supervises dispatch, router and scheduling staff activities and supports all functions of the NEMT Operations Center.
Supervisors provides guidance, oversight, direction, and development to operations staff so they can effectively and efficiently schedule and assign trips, and support members, transportation providers, and external partners.
Supports daily operations, offers guidance and assistance to staff, consistently monitors all systems including but not limited to internal and external communication, trip management, and handles escalations from members, agents, transportation providers, and partners.
Escalates issues as needed to management.
This position supports all units within ComTrans and in support of the ComTrans mission and goals.
This position utilizes business knowledge, independent and creative thinking.
ComTrans is a safety sensitive company.
Job description(s) are subject to change based on business necessityEMPLOYEE STATUS:
Regular:
Full-time, exempt; $59,000 base plus performance incentive, based on experience.
REQUIREMENTS:
Education:
College degree or equivalent preferred but not required
Experience:
2-4 years' experience in call center operations, and/or routing and dispatch required.
Age:
All ComTrans employees must be at least 18 years old.
Skills, Knowledge and Abilities:
Supervisors must be able to:
o Communicate effectively both verbally and written in English.
o Work Independently.
o Use sound judgement in decision making, and problem solving.
o Be curious, remain solutions focused and adhere to the Just Culture model.
o Demonstrate and encourage leadership, and ongoing learning in all functions.
o Be thoroughly knowledgeable of routing/dispatch/call center/data management/reporting functions (viewed as an expert) including routing, scheduling, mapping, time constraints, and data entry, analysis, and review.
o Maintain an organized and efficient work environment.
o Exceptional knowledge of regional streets, address, direction.
o Multi-task, balance workload, and demonstrate good organization skills.
o Be a strong team player.
o Understand customer service internally and externally.
o Utilize information systems, ride management systems, and the Microsoft Office Suite of programs.
o Able to quickly learn and become an expert-level user for ride management, communication, and other internal systems.
o Able to quickly learn and apply contractual and operational policies, procedures, processes, ando Utilize time management skills - prioritizing and planning.
Physical Requirements:
While performing duties of this job, must be able to:
o Stand, reach and extend armso Grasp, feel objects or controlso Reach with hands and armso Talk and hearo Able to lift at least 10 poundso Sit for extended periods of timeo Perform repetitive activities such as typing, using a telephone, computer mouseo Must have adequate visual acuity as required to perform activities such as using a telephone, viewing a computer terminal, reading, preparing, and analyzing data.
Responsibilities:
Supervisory Duties:
o Provide ongoing leadership, support and promote development to operations staff through individual and group coaching and oversight.
o Ensure all trip requests are properly routed to external providers in accordance with established processes.
o Ensure same day and urgent requests, are handled and communicating directly with external providers in accordance with established processes.
o Ensures all duties are completed on the Router Checklist including but not limited to addressing any unresolved emails in Provider Dispatch Email.
o Work with Schedulers Identify recurring transports and attempt to assign to appropriate providers, as appropriate.
o Work with provider(s) to resolve trip issues (late, no-shows, etc.
)o Review trips requests for accuracy (address, appointment time, return times, etc.
)o Monitor all phone queues, and answer calls as needed from transportation providers, facilities, members and member representatives and communicate with providers and community partners to resolve customer issues (ETA's, no-show, etc.
)o Provide customers with trip confirmations and ETA's, call providers when necessary.
o Work with providers in providing trip data.
o Conduct preliminary investigation regarding complaints.
o Take escalated calls as requested.
o Participate in the on-call rotation for after-hours incidents and escalations.
o Perform data entry as required.
o Other duties as assigned.
REPORTING RELATIONSHIPS:
This position reports to the Operations Manager/Call Center ManagerMEASUREMENTS OF PERFORMANCE:
The Operations Manager/Call Center Manager will evaluate the performance contribution of the Dispatch Supervisor:
o Team's ability to process trips efficiently.
o High level of customer service.
o Meeting KPI's and contributions to team development.
o Effective Communication.
o Responsiveness to deadlines.
o Timeliness, accuracy & completion of schedules.
o Attendance and Reliability.
EEO Statement:
Global Medical Response and its family of companies are an Equal Opportunity Employer, which includes supporting veterans and providing reasonable accommodations for individuals with a disability.
Recommended Skills Call Centers Computer Terminals Coordinating Creativity Curiosity Customer Service Estimated Salary: $20 to $28 per hour based on qualifications.
The NEMT Dispatch Supervisor directly supervises dispatch, router and scheduling staff activities and supports all functions of the NEMT Operations Center.
Supervisors provides guidance, oversight, direction, and development to operations staff so they can effectively and efficiently schedule and assign trips, and support members, transportation providers, and external partners.
Supports daily operations, offers guidance and assistance to staff, consistently monitors all systems including but not limited to internal and external communication, trip management, and handles escalations from members, agents, transportation providers, and partners.
Escalates issues as needed to management.
This position supports all units within ComTrans and in support of the ComTrans mission and goals.
This position utilizes business knowledge, independent and creative thinking.
ComTrans is a safety sensitive company.
Job description(s) are subject to change based on business necessityEMPLOYEE STATUS:
Regular:
Full-time, exempt; $59,000 base plus performance incentive, based on experience.
REQUIREMENTS:
Education:
College degree or equivalent preferred but not required
Experience:
2-4 years' experience in call center operations, and/or routing and dispatch required.
Age:
All ComTrans employees must be at least 18 years old.
Skills, Knowledge and Abilities:
Supervisors must be able to:
o Communicate effectively both verbally and written in English.
o Work Independently.
o Use sound judgement in decision making, and problem solving.
o Be curious, remain solutions focused and adhere to the Just Culture model.
o Demonstrate and encourage leadership, and ongoing learning in all functions.
o Be thoroughly knowledgeable of routing/dispatch/call center/data management/reporting functions (viewed as an expert) including routing, scheduling, mapping, time constraints, and data entry, analysis, and review.
o Maintain an organized and efficient work environment.
o Exceptional knowledge of regional streets, address, direction.
o Multi-task, balance workload, and demonstrate good organization skills.
o Be a strong team player.
o Understand customer service internally and externally.
o Utilize information systems, ride management systems, and the Microsoft Office Suite of programs.
o Able to quickly learn and become an expert-level user for ride management, communication, and other internal systems.
o Able to quickly learn and apply contractual and operational policies, procedures, processes, ando Utilize time management skills - prioritizing and planning.
Physical Requirements:
While performing duties of this job, must be able to:
o Stand, reach and extend armso Grasp, feel objects or controlso Reach with hands and armso Talk and hearo Able to lift at least 10 poundso Sit for extended periods of timeo Perform repetitive activities such as typing, using a telephone, computer mouseo Must have adequate visual acuity as required to perform activities such as using a telephone, viewing a computer terminal, reading, preparing, and analyzing data.
Responsibilities:
Supervisory Duties:
o Provide ongoing leadership, support and promote development to operations staff through individual and group coaching and oversight.
o Ensure all trip requests are properly routed to external providers in accordance with established processes.
o Ensure same day and urgent requests, are handled and communicating directly with external providers in accordance with established processes.
o Ensures all duties are completed on the Router Checklist including but not limited to addressing any unresolved emails in Provider Dispatch Email.
o Work with Schedulers Identify recurring transports and attempt to assign to appropriate providers, as appropriate.
o Work with provider(s) to resolve trip issues (late, no-shows, etc.
)o Review trips requests for accuracy (address, appointment time, return times, etc.
)o Monitor all phone queues, and answer calls as needed from transportation providers, facilities, members and member representatives and communicate with providers and community partners to resolve customer issues (ETA's, no-show, etc.
)o Provide customers with trip confirmations and ETA's, call providers when necessary.
o Work with providers in providing trip data.
o Conduct preliminary investigation regarding complaints.
o Take escalated calls as requested.
o Participate in the on-call rotation for after-hours incidents and escalations.
o Perform data entry as required.
o Other duties as assigned.
REPORTING RELATIONSHIPS:
This position reports to the Operations Manager/Call Center ManagerMEASUREMENTS OF PERFORMANCE:
The Operations Manager/Call Center Manager will evaluate the performance contribution of the Dispatch Supervisor:
o Team's ability to process trips efficiently.
o High level of customer service.
o Meeting KPI's and contributions to team development.
o Effective Communication.
o Responsiveness to deadlines.
o Timeliness, accuracy & completion of schedules.
o Attendance and Reliability.
EEO Statement:
Global Medical Response and its family of companies are an Equal Opportunity Employer, which includes supporting veterans and providing reasonable accommodations for individuals with a disability.
Recommended Skills Call Centers Computer Terminals Coordinating Creativity Curiosity Customer Service Estimated Salary: $20 to $28 per hour based on qualifications.
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