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Dispatch Manager - Final Mile and On-Demand

The Courier/Delivery industry is a $100+ billion (and growing) industry! If you want to invest your career in a growing industry, become a part of our team!

Express Courier provides services across a footprint of 26 branches in eight states. With the collaborative efforts and teamwork of our employees and drivers, we provide worry-free final mile and on-demand delivery with our capacity of over 40,000 orders a day.

We are seeking an experienced dispatch call center Manager. The ideal candidate will have experience in the Transportation and Distribution field and understand Final Mile and E-commerce delivery processes, including working with independent contractors and the urgency of meeting our customers' needs.

LOCAL CANDIDATES ONLY-NO RELOCATION PACKAGE

Compensation Commensurate with Experience.

LOCAL CANDIDATES ONLY-NO RELOCATION PACKAGE

GENERAL SUMMARY:

  • Direct, design, implement, and enhance a dynamic and scalable operational platform that enables centralized management, oversight, and dispatch of remote locations throughout the company’s entire geographic footprint.
  • Drives and facilitates the attainment of corporate objectives via productive engagement with branch and senior management.

PRINCIPAL DUTIES AND RESPONSIBILITIES (The below listed duties are not all inclusive. This position must also perform other duties as assigned.):
1. Develop and maintain a Central Operations venue with 24/7/365 capability, flexibility, and scalability to efficiently handle all needed levels of oversight, dispatch, and monitoring.
2. Distill individual customer expectations into operational ways and means that will best serve the client while effectively maintaining a practical dynamic.
3. Communicate service improvement opportunities to all necessary levels of management.
4. Analyze, improve, and drive improvement in all aspects of company operations.
5. Prepare/update/create visibilities most conducive to expressing customer KPIs and metrics.
6. Hire, train, develop and maintain a team of Operations Specialists, with Supervisors and Leads as needed, as dispatch, customer service, and route monitoring professionals.
7. Responsible for the supervision and direction of subordinate management at Central Operations and for the performance of Central Operations as a whole.
8. Create, develop, update and maintain KPIs for Operations Specialists.
9. Proactively communicate with customers and disseminate information throughout the company as needed.
10. Resolve customer complaints, operational problems and customer service concerns in a professional and expeditious manner.
11. Maintain positive working relationship with all customers. Responsible for productive and proactive communication with “key” customer accounts.
12. Ensure training of personnel in all aspects of job performance while promoting continued education and improvement for all employees.
13. Develop ideas to improve and add to current systems used to monitor and meet customer’s expectations.
14. Perform projects and tasks as prescribed by leadership.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
Education Required: College degree or equivalent industry experience.
Experience Required: Five years related management experience, with at least two years of dispatch management of multiple locations.

Abilities Required:
Must be a detail and project management-oriented individual with an operational and logistics management background.

Excellent communication skills, both verbal and written.

Ability to lead a team to promote employee retention.

Must be professional, organized, excellent relationship builder, listener and problem solver, proficient computer skills w/ ability to negotiate and communicate with customers and all levels of management.

Must have excellent time management and follow up capabilities.

Must be proficient with Microsoft Word and Excel and ability to learn additional programs.

General analytical and critical thinking skills are a must.

Job Type: Full-time

Pay: Up to $60,000.00 per year

Benefits:

  • 401(k) matching
  • Dental insurance
  • Employee assistance program
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Vision insurance

Schedule:

  • 8 hour shift
  • Monday to Friday
  • On call

Application Question(s):

  • What are your compensation requirements? Please provide a range. Candidates who do not provide a range for compensation will not be considered.

Experience:

  • Dispatch Call Center: 3 years (Required)
  • Personnel Management: 3 years (Required)
  • Final Mile, On-Demand, and/or E-Commerce: 3 years (Required)

Work Location: One location

Posted
11/14/2021
Salary Range
$38,000.00 - 76,000.00
per Year
Salary range estimated by
Location
Nashville, TN 37247, US