Lead Dispatcher

What You Will Do:

The Lead Dispatcher’s primary responsibility is to lead the team of individuals responsible for initiating and scheduling the transfer of a decedent safely and properly from the place of death to the Decedent Care Center and from the Decedent Care Center to the place of memorial/service as appropriate. This position is considered a non-exempt position and has supervisory responsibilities outlined in this profile. While this position is responsible for leading others, the role also has responsibility for performing the duties of a dispatcher as well.

• Understands and adheres to Company standard operating procedures and guidelines as outlined.

• Assists peers, and other Dispatchers to ensure all open tasks are completed in a timely manner

• Participates in weekly updates with supervisor to share and exchange resources and to ensure goals are being met

• Learns to operate new office technologies as they are developed and implemented

• Manages deliverables; organizes and coordinates workflow, manage multiple tasks, deadlines, and projects

• Maintain customer service standards as implemented for appropriate brand/s

• Holds oneself accountable for completing all company assigned learning assignments, including compliance management (i.e., OSHA, Workplace Harassment Prevention)

• Follows safety protocols and procedures are adhered to, ensuring they contribute to enabling a safe work environment

• Partners with peers to ensure administrative components are completed accurately & timely

• Participates in assigned staff meetings

• May ensure Fleet is always ready and is responsible for maintaining the overall cleanliness and operational readiness including, proper fueling and stocking of supplies

• Supports staffing to meet business needs and onboarding and training of all New Hires

• Oversees the assigned Dispatch team providing direct supervision, coaching and ongoing support

• Supervisory duties include but are not limited to scheduling, time approval, performance coaching/feedback and general support to ensure the team's success

• Responsible for allocating workload across the team while also performing Quality Control duties and providing ongoing coaching and feedback to the team regarding accuracy, feedback and attention to detail

• Identifies techniques to improve time to respond, customer satisfaction and conflict resolution as needed and ensuring we make every call every time

• Assists with special projects and other duties as determined by the head of the department

• Identifies & implements process improvement opportunities

• Supports the Dispatch team in handling escalated / high-touch care calls

• Meets regularly with the team to support growth and review opportunities for improvement

• Uses phone etiquette as outlined by the company

• Interacts with customers and/or family member of the decedent, handling inquiries and directing them according to specific needs (i.e., upon arrival and departure for transfer of decedent)

• Ensures proper paperwork is completed timely and in accordance with relevant laws and regulations

• Holds oneself accountable for utilizing systems/technology provided by the company

• Initial and subsequent transfers of decedents to and from the Decedent Care Center and other locations as needed.

• Adheres to all regulations and procedures with the transfer of the decedent (i.e., Tag and process decedent properly including logging of personal effects)
  

What We Require:

• 2 years of dispatching experience is required, with experience in decedent care preferred

• 2 years or team lead or supervisory experience preferred

• Must be at least 21 years of age

• High School Diploma or GED equivalent

• Valid state issued driver's license in good standing and acceptable driving record

• Works on-call, in rotation as assigned, and must be available to work nights and weekends and holidays as needed (i.e., phone, face to face, at the hospital, hospice, residence)

• Ability to follow instructions, whether it be in person or by phone

• Ability to use an address to find a location using a GPS or directions app and be able to navigate local roads and highways in medium/heavy traffic

• Must be able to use routing and scanning tools for tracking as part of the daily process

• Good verbal and written communication

• Clear understanding of and the ability to use various forms of technology and communications (i.e., online portals, social media, email, live webinars, text, phone, tablet.)

• Basic computer skills in MS Office - Outlook, Word, Excel, Teams, OneSource, Learning Management System