Operations and Dispatch Manager - WHC Worldwide, LLC

Become part of the Transportation Revolution! We are looking for an experienced Operations and Dispatch Manager for our Fort Collins, CO location.

As a Operations and Dispatch Manager you will be organizing and directing the daily activities concerned to the call center’s operation. The main responsibility of a Operations and Dispatch Manager is to manage, train, and guide call center agents to execute their tasks. By resolving problems and complaints, a manager supports the team. The Managers monitor agents and calculate call center performance and analyze reports. They prepare and develop schedules to control adequate staffing levels.

What we can do for you as an Operations and Dispatch Manager:

• Health, Dental, Vision and Life Insurance
• Paid Time Off
• Holiday Pay
• 401k

Responsibilities of an Operations and Dispatch Manager:

• Managing and directing the daily activities of call center agents.
• Supervising, planning, and managing functions concerned to Communications Center environment.
• Conducting interviews and following the hiring procedure for new applicants to ensure adequate staffing.
• Acting as an information source and answering operator or agents’ questions, assigning tasks, following up and giving instructions as needed.
• Attending to, following up and resolving customer complaints and questions.
• Carrying out performance measurement, monitoring, and evaluation of all agents and operators to improve the efficiency.
• Compiling and maintaining lists of on-call and key schedules and personnel and ensuring that the operators can use all lists as required.
• Preparing and directing schedules, monitoring attendance of agents/dispatch operators, scheduling breaks and shifts as necessary.
• Overseeing the day to day on special accounts that are dispatched through our local call center.
• Ensuring compliance of our special contracts in relation to call center, such as the call center requirements and conditions under the ParaTransit Contracts and the NEMT contracts.
• Cover dispatcher shifts as needed.
• Communicate with customers and keep them informed of any changes.
• Ensuring that call center staff is properly communicating with other departments such as cashiering, management, maintenance, etc.
• Monitoring the training compliance of all call center staff to ensure that we remain in compliance with our accounts.
• Monitoring emails, voicemails, etc. and responding as needed.
• Monitoring Call Center for appropriate correspondence with drivers and staff via email, text, phone, etc.
• Other job duties as needed in relations to dispatch/call center/office.

Qualifications of an Operations and Dispatch Manager:

• Customer Service experience is a must
• Working in a Call Center environment preferred
• Strong both written and verbal skills
• Strong leadership skills