Monitors all telephone queues to ensure that the Dispatchers are at their desks, logged on and ready to work during the hours designated by the individual work schedules.
Guides Lead Dispatchers to ensure that the customer pick up times and technician pick up times are within targets.
Responsible for guiding and controlling all incoming and outgoing calls from BSM technicians and customers when necessary within the region, and to work along with Service management to ensure compliance and direction of effort.
Coordinates efforts with Dispatch Manager to control and guide Dispatch personnel.
Evaluates performance based on weekly reports.
Communicates with internal departments such as Data Management, Customer Service, Operations Managers, Credit and Collections, and Contracts.
Sets appropriate example with professionalism, and good attendance and punctuality.
Perform all required management tasks regarding personnel including interviewing, training, employee development and employee discussions.

Requirements

Requires 5 years of related experience and management of two or more regular full-time employees; bachelor’s degree in a relevant field preferred.
Minimum 2 years experience as a Lead.
Detail oriented, articulate, strong communication skills and well-organized.
Microsoft Office background, particularly Excel, required.
Prior Oracle experience/testing a plus.
MWA (ADS) experience preferred.
May occasionally work a different shift due to business needs.

Benefits

Health insurance
Dental benefits
Vision benefits
401(k) Savings Plan
Discretionary profit sharing
Discretionary success sharing
Educational assistance
Recognition programs
Vacation
Employee referral bonus
Employee discounts
“Dress for Your Day” attire program (casual is welcome, based on your job function)
Volunteer opportunities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

managementperformance evaluationinterviewingtrainingemployee developmentOracleMWA (ADS)data managementcustomer serviceoperations management

detail orientedarticulatestrong communication skillswell-organizedprofessionalismattendancepunctuality