Dispatcher

The Dispatch Lead oversees the dispatchers, collaborates with Director of Operations (DO) and Ops Manager (OM) to maintain schedules and enforce policies. Manages all monthly reporting submissions.

This full-time position is located in the Norman office and works a fluid block schedule. Computer and software are provided; PTO, healthcare benefits, and 401K are available.

Essential Duties and Responsibilities

• Maintain constant communication with DO, OM, supervisors, staff, and clients to ensure efficient operations.
• Act as back-up for dispatcher absences and add support as call flow requires.
• Create weekly schedules for dispatchers, noting requests for time off, confirming 24/7 coverage, eliminating the overtime pay for dispatchers, and submitting to the DO and OM for approval. Report all overages to DO and OM.
• Follow up formal training of new dispatchers, detailing their daily work and assisting with available technology systems, needed reporting, and other dispatching processes.
• Field elevated calls from dispatchers, proactively watching for trends, offering guidance, and solving problems. Report recurring problems to DO and OM for team discussion.
• Provide daily oversight of Issue Log, noting opportunities for coaching staff or process changes; enter Exceeded ETAs and Driver Time Exceptions into Issue Log as they happen.
• Work collaboratively with Field Supervisors to update and maintain a list of facility contacts and current drivers, notifying others of changes in address or information.
• Pull down and review Incident Reports, Crash Reports, and Trip logs from Samsara, entering relevant information into Smartsheet and the Transportation Log and app.
• Drive excellence by creating efficiencies that will reduce errors in the transportation log, ensure completion of data in Transportation Log, and enter cancellations and voids into the Transportation Log.
• Notify drivers of secondary return trip cancellations (daily); reduce the arrival time for crisis drivers (under the 2-hour maximum); Maintain confidentiality of client, employee and proprietary business information. Understands and follows all company policies and practices regarding HIPAA. Monitors operations to ensure compliance.
• Third Shift: add driver’s names to the Transportation Log or app after trip optimization each night.
• Other duties as assigned by leadership.