Dispatch Supervisor

Company: NSD NEWCO
Location: Boca Raton
Posted on: June 12, 2021

Job Description:

DescriptionNSD NewCo, INCJOB DESCRIPTIONPosition: Dispatch Supervisor Report to:Call Center Operations Manager Date: 11/25/2019Department: Network/ Dispatch Location: Boca Raton, FL Position Summary: The Dispatch Supervisor is responsible for managing a team of dispatchers. They will manage this team with regards to dispatching out our service providers to assist a customer who has an issue with their vehicle. They also manage call center KPIs including but not limited to - call answered, number of dispatches, service levels, negotiation skills, attendance and tardiness, and customer service.TITLE OF POSITION: Dispatch Supervisor Duties and Responsibilities: Meet monthly key contact center performance goals for customer satisfaction, quality, productivity, and key performance metrics. Monitor and evaluate daily, weekly, monthly performance, including call/dispatch and after-work monitoring (using call recording and quality assurance applications) Review productivity and attendance reports, and coach staff members to improve performance. Conduct formal agent performance reviews, goal- setting/performance development plan, and final year-end performance review. Assist agents with career development. Ensure team of dispatchers (9-12 CSR's) are meeting time to dispatch expectations and resolving issues expeditiously. Address challenges and problems that require escalation outside of the department. Build, establish and maintain open lines of communication with CSR's, peers, training, QA, managers, and other areas of the company to facilitate problem solving. Report, analyze and resolve system, customer, and operations issues that impact service quality. Review hourly cost numbers to confirm dispatchers are dispatching within pricing guidelines Communication with high profile clients to assure that they are receiving excellent service.Education and Work Experience: College degree preferred 2+ years in a supervisor role preferably in a call center (sales/retention) environment Experience meeting quotas/targetsKnowledge and Skills:To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position.Strong leadership ability inclusive of critical thinking and decision-makingProblem solverAbility to performance manage in real-time and develop employeesExceptional verbal and written communication skills Excellent interpersonal skillsProficient computer skills: must have working knowledge of Excel and Word, Ability to multi-task, follow up, and meet deadlinesStrong attention to detailAbility to identify discrepancies and take initiative to research variances and correct Must have excellent analytic skillsHours Required: 40 hours per weekPhysical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to talk or hear, sit, use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and occasionally required to stand; walk; climb stairs. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by the job include close vision and the ability to adjust focus. Work Environment: Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The usual environment is in a business office with a noise level in the work environment that is usually moderate. This position is an administrative exemption from the FLSA's overtime provisions.This job description reflects management's assignment of essential functions, and may be subject to change at any time due to reasonable accommodation or other reasons.

Keywords: NSD NEWCO, Boca Raton , Dispatch Supervisor, Other , Boca Raton, Florida