AAA Northeast Assistant Manager, Dispatch in Providence, Rhode Island

Description

AAA Northeast is one of the largest and most innovative membership organizations in North America. It is a multi-business organization comprising more than 60 locations in a six-state area. We provide valuable roadside service to our 5.1 million members, as well as many specialized services such as Financial Services & Loans, Insurance, Travel, Discounts, Auto Glass, and Driver Training. AAA is a key advocate for issues impacting the traveling public, such as highway safety, road maintenance and related legislation. We have a unique organizational model and many of our businesses are the largest and most sought after in their industries. AAA Northeast employees help and serve as a way of life. Through a 100-year legacy of service stewardship, our employees make valuable contributions to our workplace and the community that surrounds us. In order to continue our mission, our organization is expanding and we need talented people to work alongside us in creating our next 100 years.

SUMMARY:

The Assistant Dispatch Manager manages the daily operations of the dispatch department and ensures that quality service standards and procedures are met. Under general supervision, manages, through supervisors, the performance of assigned ERS shifts, meeting targets for quality service, efficiency, and cost control.

JOB RESPONSIBILITIES:

  • Assists with real-time management of the call center and dispatch departments. Determines staffing levels for anticipated ERS call volume based on seasonality, trends and peak call volume periods

  • Assists Manager in selecting and orientating supervisors for assigned ERS shifts and monitors their performance. Provides direct supervision to shift staff in the absence of a supervisor

  • Performs the duties of the Dispatch Manager in their absence. Manages, or assists in managing, the dispatch area during storm and emergency periods

  • Interviews, makes hiring decisions teaming with the Human Resources Department, trains and evaluates the performance of subordinate staff, as needed

  • Reviews dispatch operations to identify technical and operational training needs and recommends operational improvements

  • Reviews, recommends and performs modification to computer-aided dispatch systems

  • Tests, inspects and operates radio, telephone computer and other equipment as needed

  • Trains Dispatch Supervisors in communication, SOP's, Club policies and supervisory expectations and ensures adequate training is provided for dispatch personnel

  • Audits dispatched call reports or calls in progress to ensure compliance with SOP's, the accuracy of the rate of payment to the contractor and that service delivery and quality standards are met

  • Compiles and maintains the budget for Dispatch department

  • Performs other related job duties as needed. Performs job duties according to department policies, procedures, and practices

QUALIFICATIONS:

Bachelors degree and/or minimum of 5 years related experience and/or training; or equivalent combination of education and experience. Available to work days, nights, weekends and holidays. Strong leadership and management skills, ability to think innovatively; excellent planning and organizational skills. Well developed communication skills, ability to write effectively; outstanding judgment; ability to make decisions which are time sensitive; ability to handle pressures and to function well at critical times. Outstanding problem solving skills with ability to recommend solutions; excellent customer service skills; ability to function as a team member. Ability to adapt to changing priorities and conditions; willingness to adjust hours to meets changing conditions or critical needs. Microsoft Office Word, Excel and Outlook and Internet

Schedule: This position requires a flexible schedule between 1st and 2nd shift hours, including weekends

Requisition Number: 17-1020

Title: Assistant Manager, Dispatch

City: Providence

State: RI

Status: Full-Time

Type of Position: Regular