Garages/Lots-Dispatcher at VPNE in Burlington, MA

Position Summary

The Dispatcher schedules and notifies operators and drivers to service vehicles that carry passengers. At the end of each shift, the Dispatcher prepares a detailed report on all activities occurring during their shift using the records, logs, and schedules of calls received during the transition.

Responsibilities

Dispatch Operators and Drivers

Assign transportation services

Assign stand-by or extra-board operators in the event of operator absences, increased service volumes, or to minimize service disruptions because of traffic, vehicle malfunctions, operator problems, and emergencies

Assign vehicles considering preventive maintenance schedules and capacity needs.

Monitor operators and trip status, adjusting and reassignments as necessary to ensure on-time performance.

Maintain Detailed Logs

Maintain an attendance log for operators and other appropriate staff

Maintain check-out records

Maintain scheduling and performance data in the event of real-time operations

Accurately and appropriately document daily activities related to service

Customer Service

Maintains two-way communication with operators, providing information on customers, cancellations, and directional assistance when necessary

Communicate effectively with operations staff regarding scheduling or passenger issues.

Maintain a professional demeanor and appearance.

Managing Staff

Effectively direct employees in the performance of their duties

Report any staff issues to Shuttle Operations Manager

Perform other duties as assigned to ensure the efficient operation of the department.

Years of Experience: Minimum of 1 year of relevant experience within the transportation industry

Language Skills: Proficient in English both verbally and written

Requirements:

Excellent communication skills with the ability to adapt to changing situations and listen to feedback

Proven customer service and interpersonal skills

Attention to detail

Demonstrate poise, tact, and diplomacy and have sound judgment and discretion.

Excellent verbal and written communication skills

Organizational and time management skills

General knowledge of Windows-based computer operating systems and Microsoft Office

Able to work as a member of the team

Ability to interact professionally with internal and external customers on all levels and be able to work well with diverse groups

Ability to adapt and remain flexible in a fast-paced environment

Ready to use a multi-line phone system and handle multiple tasks concurrently

Travel requirement outside of the immediate area (as a percent) < 5%