Employment Type : Full-Time
Overview:
Eligible applicants must live within a commutable distance to Providence, RI to be considered for work from home opportunities.
Under general guidance, directs all dispatch activities that produce desired response time results. Teams extensively with ERS Supervisor Call Center, Dispatchers, Field Staff, Training Specialists and Management to achieve superior performance, day-to-day, and to bring about service quality improvements. Supervises, mentors and coordinates activities of the lead dispatch personnel.
Responsibilities:
Directs the activities of the dispatch area, taking on-the-spot actions to prevent and/or correct problems. Teams with supervisors, field staff, and dispatchers to make decisions that consider our members' best interest first. Monitors all calls in progress and all service areas for aging and bottle necking. Addresses problems immediately.
Supervises dispatch area to achieve overall ERS response time targets; also achieves targets for percent of calls completed within specified time targets. Deploys dispatch staff appropriately and team with ERS supervisors to arrive at "cross functional" decisions.
Supervises, mentors and directs activities of lead dispatch personnel. Ensures subordinate staff understand their roles and responsibilities and demonstrate competence in their position.
Ensures that AAA's standards, procedures and practices for dispatch, and Five Diamond Service are consistently adhered to. Teams with the trainer, the supervisors and management in carrying out this responsibility. Provides supervisors with regular reports of dispatcher performance.
Identifies patterns of problems that create roadblocks for service quality. Coordinates activities of troubleshooters. Teams with supervisors, field staff, and management as appropriate to bring about corrections.
Keep management, trainer and arriving shift supervisors informed of changing conditions in the dispatch area and related problems/needs.
Assists in the design and implementation of operational and technological changes.
Detects equipment malfunctions; determines the magnitude of the problem; communicates information to the appropriate person; implements contingency measures when required.
Considers the cost implications of dispatching decisions and shows excellent stewardship in making and supervising these decisions. Supervises lead dispatch staff ensuring decisions are in keeping with standards established.
Other duties as assigned.
Qualifications:
Associates degree required or 3-4 Years of Additional Relevant Work Experience
2 years of Dispatch required
Supervisory experience preferred
Skills
Ability to convince others to buy goods/services or to otherwise change their minds or actions.
Encourage, build, and maintain mutual trust, respect, and cooperation with others.
Ability to listen to, understand, and communicate with others by telephone, in written form, electronically, or in person.
Ability to apply sound judgement to produce appropriate outcomes to a variety of situations. Including high volume and challenging situations.
Ability to add, subtract, multiply, or divide quickly and accurately.
Ability to operate a computer with relevant software applications.
Ability to maintain confidentiality.
Ability to read maps and utilize navigation resources, including but not limited, to GPS and two-way radio.
Ability to act safely.
Ability to prioritize, organize, and accomplish work to achieve specific goals.
Recruiting, interviewing, selecting, hiring, and promoting employees in an organization.
Developing specific goals and plans to prioritize, organize, and accomplish your work.
Ability to read and follow work rules, safety practices, and work procedures.
Ability to quickly make sense of, combine, and organize information into meaningful patterns.
AAA Northeast is driven by the diverse talents, skills, passions and expertise of our team. We’re continuously expanding and redefining our innovative products and services to create the best experiences for our members. As we continue to grow, our mission remains the same: helping and serving is a way of life. It’s why we’ve earned the trust of millions, and why AAA Northeast has remained a resilient and reliable brand for over a century.