a dispatch supervisor job description encompasses both supervisory/management duties and hands-on dispatch operations, focusing on efficiency, customer service, and team leadership.
here is a comprehensive job description template:
dispatch supervisor job description
summary
the dispatch supervisor is responsible for planning, organizing, and supervising the daily operations of the dispatch department to ensure the efficient, timely, and safe coordination of personnel, vehicles, and/or services. this role involves direct supervision of dispatch staff, managing workflow, implementing procedures, and serving as a critical point of contact for complex issues.
essential duties and responsibilities
supervisory & leadership responsibilities
team management: oversee, lead, and manage a team of dispatchers, including hiring, training, coaching, mentoring, and conducting performance evaluations and disciplinary actions.
scheduling and staffing: create and manage work schedules, including approving time-off requests, to ensure adequate staffing and coverage across all shifts (often including 24/7 operations).
process improvement: develop, implement, and monitor dispatch policies and procedures to optimize resource allocation, enhance workflow efficiency, and improve on-time performance and customer satisfaction.
reporting & analysis: prepare and analyze various reports on dispatch activities, including performance metrics (kpis), delivery times, resource utilization, and cost control, providing insights and recommendations to management.
compliance: ensure the dispatch team and all field personnel (drivers, technicians, emergency responders, etc.) comply with all company policies, safety regulations, and relevant federal, state, and local laws.
operational & dispatch responsibilities
workflow oversight: monitor daily dispatch operations, managing the volume and prioritization of calls, orders, or service requests.
troubleshooting & problem-solving: act as the first point of escalation for complex dispatch issues, such as emergency situations, scheduling conflicts, vehicle breakdowns, route changes, or unforeseen delays.
communication: maintain continuous, professional communication between the dispatch center, field personnel (drivers/units), management, other departments (., warehouse, customer service), and external clients/agencies.
route planning: oversee and assist with efficient routing and scheduling of deliveries or service calls, utilizing dispatch management, route optimization, and gps tracking software.
customer service: handle and resolve escalated customer inquiries, complaints, and service interruptions in a calm, professional, and effective manner to maintain high service standards.
record keeping: ensure all dispatch activities, call logs, delivery records, vehicle statuses, and necessary documentation are accurately maintained in the system.
0 - 3 Years
1 Openings
1.5 - 3.5 Lac/Yr
Face-to-Face interview
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