Dispatch Supervisor

Purpose:

The Boca ATM Dispatch Supervisor is responsible for leading, planning, and supporting the Boca ATM Dispatch team. This role plays a critical part in enhancing the customer experience by collaborating with field operations, IT, sales, and other internal teams. The Supervisor ensures that dispatch support standards are consistently met and drives improvements to optimize operational performance.

Responsibilities:

• Team Leadership & Coordination:
  Oversee and support the dispatch team's daily coordination of unscheduled, on-demand services, including E-Cash, Deposit Pulls, Tech Meets, FLM (First Line Maintenance), and OFF Day service requests.
• Process Improvement:
  Continuously identify and implement process improvements to enhance efficiency and improve customer satisfaction.
• Quality Assurance:
  Administer quality assurance programs to ensure adherence to service standards and operational excellence.
• Operational Performance Monitoring:
  Develop, monitor, and analyze reports on operational performance metrics, taking corrective actions to address any gaps that impact the attainment of business goals.
• Training & Efficiency Improvement:
  Implement programs designed to improve efficiency and performance of inbound call handling through coaching, training, and ongoing support for the dispatch team.
• Personnel Management:
  Handle all aspects of dispatch team management, including hiring, training, performance evaluations, and terminations.
• Client and Vendor Relations:
  Maintain regular communication with clients and external vendors, providing timely issue resolution and ensuring high levels of customer satisfaction.
• Service Level Management:
  Ensure the team meets all service levels related to telephone support, email (Outlook) management, case production, case resolution, and overall client experience.
• Team Leader Management:
  Support and develop Team Leaders by fostering their leadership skills, holding weekly meetings, and helping them manage their teams effectively.
• Reinforce communication through daily stand-ups.
• Recognize and reward team members for positive contributions.
• Hold Team Leaders accountable for their commitments and performance.
• Address any HR-related issues as needed.

Additional Responsibilities:

• Policy and Process Management:
  Recommend, implement, document, and ensure adherence to policies, processes, standards, workflows, and procedures related to Boca Dispatch operations.
• Productivity and Data Integrity:
  Work with the Boca Dispatch Manager to improve productivity, data quality, and integrity. Assist in developing enhanced analysis, forecasting, and reporting capabilities.
• Training Development:
  Develop training methods and materials to improve team skills, increase retention, and support company programs.

Knowledge, Skills, and Abilities:

• Required Education:
  High School Diploma
• Prior Work Experience:
  Minimum of 3-5 years of leadership experience in a call center or dispatch environment.

EOE, Drug Free Workplace

Other details

• Pay Type Salary

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