SUMMARY: The Dispatcher is responsible for supporting scheduling operations, ensuring timely and efficient personnel assignment, and coordinating real-time responses to staffing needs. Reporting to the Regional Operations Manager, the Dispatcher plays a key role in maintaining service quality, compliance with company policies, and effective communication across teams.
DUTIES AND RESPONSIBILITIES:
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Daily Scheduling Operations:
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Assist in managing complex daily schedules and resolving scheduling shortfalls.
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Coordinate real-time responses to uncovered shifts or last-minute changes.
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Communication and Coordination:
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Clearly communicate schedule updates, site requirements, and post expectations to employees.
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Liaise with relevant managers and supervisors to address staffing issues and facilitate training for new assignments.
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Monitoring and Reporting:
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Track employee attendance, time punches, and ensure compliance with scheduling policies.
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Notify Account Management and Human Resources of attendance violations or scheduling concerns.
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Prepare reports regarding scheduling, overtime, and uncovered shifts as required.
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System Maintenance:
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Ensure that time worked, time off, and schedule changes are accurately recorded in the timekeeping system.
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Team Support:
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Provide support and training to new dispatch team members.
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Ensure compliance with company policies and procedures among dispatch staff
COMPETENCIES:
Problem Solving
- -Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Technical Skills- -Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
Customer Service- -Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
Interpersonal Skills- -Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
Oral Communication- -Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
Written Communication- -Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
Quality Management- -Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
Cost Consciousness- -Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.
Diversity- -Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment.
Ethics- -Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
Organizational Support- -Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
Judgment- -Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
Motivation- -Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
Planning/Organizing- -Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
Professionalism- -Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Quality- -Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
Safety and Security- -Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
Adaptability- -Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
Attendance/Punctuality- -Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
Dependability- -Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
Initiative- -Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
Innovation- -Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
QUALIFICATIONS:
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High school diploma and two years related experience, or equivalent combination of education and experience
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Excellent verbal and written communication skills
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Professional appearance and demeanor
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Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm and positive demeanor
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Acute attention to detail
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Commitment to excellence and high standards
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Ability to work on complex projects with general direction and minimal guidance
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Ability to deal effectively with a diversity of individuals at all organizational levels
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Good judgement with the ability to make timely and sound decisions
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Creative, flexible, and innovative team player
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Strong organizational, problem-solving, and analytical skills; able to manage priorities and workflow
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Ability to work independently and as a member of various teams and committees
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Demonstrated ability to plan and organize projects
