Job Title: Call Center Supervisor
Location: Bryan, Tx
Job Type: Full-Time

Job Summary: The Dispatcher Supervisor is responsible for overseeing and managing the dispatching team, ensuring that operations run efficiently and that all service requests are met in a timely manner. This role involves coordinating transportation, logistics, and communication efforts to ensure smooth, organized, and safe operations. The Dispatcher Supervisor will also work to train, mentor, and evaluate dispatch staff and ensure that all company policies, safety regulations, and operational procedures are followed.

Key Responsibilities:

• Supervise Dispatch Team: Manage a team of dispatchers, providing guidance, training, and performance feedback. Ensure that all dispatch operations are completed efficiently and effectively.
• Oversee Scheduling: Supervise scheduling transportation routes and field services. Ensure that resources are allocated appropriately and that schedules are optimized.
• Communication Management: Maintain clear communication with drivers, field agents, and clients. Address any questions or issues that arise during operations.
• Problem-Solving: Resolve scheduling conflicts, equipment issues, or delays in operations. Handle emergency situations with efficiency and clear decision-making.
• Tracking & Monitoring: Monitor the location, status, and performance of vehicles or field agents in real-time. Ensure that proper updates are communicated regularly.
• Compliance & Safety: Ensure that all operations comply with safety regulations and company policies. Enforce best practices for safe driving and operating procedures.
• Reporting & Documentation: Maintain accurate records of dispatch activities, including logs of deliveries, routes, and driver performance. Prepare regular reports for upper management on team performance and operational metrics.
• Customer Service: Ensure customer satisfaction by addressing any service concerns, delivery issues, or logistical challenges promptly.
• Performance Monitoring: Evaluate dispatcher performance, identify areas for improvement, and implement corrective actions as necessary.
• Continuous Improvement: Actively look for ways to improve the efficiency of the dispatch system, reduce costs, and enhance service delivery.

Required Skills and Qualifications:

• Experience: At least 3-5 years of experience in dispatching, logistics, or a related field, with at least 1-2 years in a supervisory or leadership role.
• Communication Skills: Strong verbal and written communication skills. Ability to relay complex information clearly to both internal teams and external clients.
• Problem-Solving Abilities: Ability to handle emergencies, adapt to changing conditions, and make quick decisions.
• Organizational Skills: Excellent time management and organizational skills. Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Technical Skills: Proficiency in using dispatching software, GPS tracking systems, and other relevant technology. Familiarity with routing software and inventory management systems is a plus.
• Attention to Detail: Ability to ensure all tasks are completed correctly and within company standards.
• Leadership: Strong leadership and interpersonal skills, with the ability to motivate, guide, and manage a team effectively.

Preferred Qualifications:

• Education: A high school diploma or equivalent is required; a bachelor’s degree in logistics, business administration, or a related field is preferred.
• Experience in the Industry: Experience in a particular industry, such as transportation, emergency services, or distribution, may be beneficial.

Work Environment:

• Fast-paced and dynamic environment, requiring multitasking and problem-solving under pressure.
• May involve rotating shifts, evenings, weekends, and on-call hours.

Physical Requirements:

• Ability to work in a desk-based role, using a computer and communication equipment.
• Some positions may require sitting for extended periods and occasional light lifting.