Office Manager - Dispatch Operations… at Direct Impact… · Naperville

Office Manager - Dispatch Operations Support Position Summary: The Office Manager oversees daily administrative activities and reviews dispatch operations to support efficient service, accurate reporting, and timely communication. This role monitors key performance indicators (KPIs), maintains up-to-date correspondence, and provides hands-on support to afternoon operations. The ideal candidate demonstrates strong organizational skills, sound judgment, and the ability to make decisions within established guidelines while keeping leadership informed. Key Responsibilities: Dispatch Operations Review: Review daily dispatch activity, route progress, and delivery updates to identify delays, service concerns, and operational gaps. Verify that dispatch records are accurate, complete, and updated throughout the day. Follow up with dispatchers, drivers, carriers, and internal teams to address outstanding issues. Identify recurring challenges and recommend practical process improvements. Reporting and KPI Performance: Prepare and complete daily, weekly, and monthly operational reports within established deadlines. Track and review KPIs, including on-time performance, route completion, delivery exceptions, and communication response times. Verify report accuracy and highlight performance gaps, trends, and items requiring corrective action. Communicate findings to leadership and track assigned follow-up actions through completion. Correspondence and Communication: Keep emails, messages, operational logs, and other correspondence current and organized. Ensure operational updates, schedule changes, and service concerns are communicated promptly to the appropriate parties. Respond to inquiries professionally and follow up on pending requests within established response expectations. Maintain clear documentation of decisions, commitments, and unresolved issues to support accountability and effective handoffs. Afternoon Operations Support: Provide administrative and operational support during the afternoon shift. Monitor active routes, outstanding deliveries, staffing needs, and unresolved service issues. Coordinate with dispatch and leadership to adjust priorities as operational conditions change. Ensure open items are resolved or clearly documented and communicated before the end-of-day handoff. Decision-Making and Issue Resolution: Make timely operational decisions within company policies and delegated authority. Assess issues, determine appropriate next steps, and coordinate resources to minimize service disruptions. Escalate safety concerns, significant customer issues, and decisions outside the role’s authority to the appropriate leader. Document actions taken and communicate outcomes to affected teams. Qualifications: Experience in office administration, dispatch, logistics, transportation, or a related operational environment. Strong organizational, time-management, and follow-through skills. Ability to review operational data, prepare accurate reports, and interpret KPI results. Proficiency with Microsoft Office or Google Workspace, particularly spreadsheets and email. Clear, professional written and verbal communication. Ability to prioritize competing demands, work independently, and exercise sound judgment. Availability to support afternoon operations and complete required daily follow-up. Performance Expectations: Operational reports are accurate and submitted on time. KPI results are reviewed consistently, with performance concerns documented and communicated. Correspondence remains current, and pending items receive timely follow-up. Afternoon operations receive reliable support and clear direction within the role’s authority. Operational issues are addressed promptly, escalated appropriately, and tracked through resolution. End-of-day handoffs clearly identify outstanding items, responsible parties, and next steps.