The Dispatch Supervisor is responsible for coordinating and supervising the work and activities of the operators, according to the Standard Operating Procedures. The incumbent operates as a customer service representative for the Company and manages external client accounts.
Coordinate and supervise the work and activities of the Operators by scheduling work assignments to ensure that each shift is adequately staffed and by reviewing their work in general
Ensure operators are apprised of SOPs and Client requirements
Ensure relevant reports related to the various work activities are accurate and submitted in a timely manner
Report all incidents and other occurrences as they arise.
Supervise Operators by counseling, recommending disciplinary action, appraising performance and assisting in the hiring and training process.
Oversee the dispatch of response units and monitor the overall response
Serve as a customer service representative and interact with clients in a professional manner
Ensure all quality control mechanisms are adhered to
Maintain constant status and availability of all response units
Monitor an assortment of equipment in the course of daily activities including, but not limited to radio frequencies, recording system, vehicles, remote access and more
Interact and communicate with various groups and individuals involved in the operations of all related departments including co-workers, the general public, outside agencies
Diploma or Bachelor Degree in Business Management/ Communications/ Information Technology
Advanced Microsoft Office skills, with an ability to become familiar with firm-specific programs and software
Strong organizational, project management and problem-solving skills with impeccable multi-tasking and administrative abilities
Our clients are important to us and our aim is to work in partnership with our clients to meet their respective needs and to achieve our ultimate goal of service excellence. We are committed to the attainment of this objective.