Dispatch Supervisor

Location

Saint John, NB | Canada

Job description

The role

Reporting to the VP Automotive Services, the Dispatch Supervisor plays a key role in optimizing dispatch operations for CAA Atlantic's Automotive Services department. Leading a team of dispatchers, they collaborate with the Roadside Assistance Contact Centre to ensure efficient resource allocation for roadside assistance services. The role involves driving performance through employee engagement, optimizing routes, enforcing safety protocols, and overseeing daily dispatch operations. The Dispatch Supervisor ensures effective collaboration between the Fleet, contractor network team, Roadside Assistance and Fleet Managers, addressing issues and implementing efficient management strategies.

The following skills and qualifications will be required to carry out this role:
• Post-secondary degree/diploma in Business or a related field.
• Substantial experience in dispatch operations, showcasing expertise in coordinating and optimizing resources for efficient service delivery.
• Previous successful supervisor experience, demonstrating leadership and team motivation.
• Emergency Roadside Assistance experience, showcasing a comprehensive understanding of challenges and priorities in providing swift and efficient assistance.
• Strong leadership and interpersonal skills with effective communication, both verbal and written.
• Proficiency in relevant technologies, dispatching software, telephony, database management, and system administration.
• Experience with Customer Experience platforms for member feedback and satisfaction tracking.
• Analytical and problem-solving skills, with the ability to interpret KPI metrics for process optimization.
• Exceptional organizational and multitasking abilities, committed to maintaining high levels of customer satisfaction and service quality.
• Proactive approach to continuous improvement and learning, with effective collaboration and teamwork skills with cross-functional teams.

What you'll be doing on the job:
• Lead and supervise the dispatch team, fostering a positive work environment, conducting regular meetings, and implementing strategies for continuous improvement.
• Manage daily dispatch operations, ensuring prompt and accurate resource allocation for roadside assistance and other services.
• Continuously optimize routes to improve efficiency and reduce response times.
• Collaborate with Fleet Drivers, Dispatchers, and external contractors for issue resolution and seamless operations.
• Develop and manage scheduling for proper coverage during peak times and workforce optimization.
• Implement effective overtime management strategies to control costs and maintain work-life balance.
• Develop a KPI improvement plan.
• Assign service vehicles and equipment based on workload and priority, optimizing resource allocation.
• Collaborate with the Roadside Assistance Contact Center for efficient coordination of resources.
• Monitor Dispatcher Workbench and prioritize calls based on urgency, ensuring proper communication of ETAs.

CAA offers you:
• Challenging work with an amazing team
• Strong commitment to the community and giving back (more than $50K in charitable giving to the IWK Foundation, Ronald McDonald House Atlantic and the Janeway Children's Hospital Foundation in 2022, in addition to many more)
• Generous paid time off based on professional experience.
• Company pension plan
• Paid volunteering.
• Exceptional benefits package including:
o Industry-leading $1,500 a year for mental health
o Fertility coverage
o Vaccine coverage e.g. Twinrix, Shingrix
o Orthodontics for adults and children
• Telemedicine - provides you with 24/7 direct access to medical care and wellness services by phone or video chat.
• Health and Safety of employees is the number one priority.
• Complimentary Premier CAA Membership
• Corporate gym rate and partial reimbursement
• An innovative and dynamic work environment
• Ongoing learning and development

Job tags

Salary