Dispatch Supervisor | National Express Transit Corporation Colorado

Job Details:
National Express Transit is a rapidly growing provider of transit, paratransit, and shuttle services for transit authorities, municipalities and other clients across the country. NETC is the US-based public transportation division of UK-based National Express Group, providers of nearly one billion safe journeys each year. We are currently seeking a Dispatch Supervisor for our operation in Colorado Springs, CO.
*. Hiring, coaching and mentoring employees; carrying out counseling and disciplinary actions as warranted; planning, assigning, and directing work; appraising performance ; performance management ; addressing complaints and resolving problems.
*. Maintain proper staffing levels for the department based on operational needs.
*. Accomplishe s staff results by communicati ng job expectations ; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating , and enforcing systems, policies, procedures, and productivity standards.
*. Consciously create a workplace culture that is consistent with the overall organization s and that emphasizes the identified vision, guiding principles, and values of the organization.
*. Assist staff with any questions to ensure proper handling of customer issues or concerns.
*. Maintain transparent communicati on. Appropriatel y communicat e organization information through department meetings, one-on-one meetings, appropriate email, and regular interpersona l communicati on.
*. Ensure adequate standards are met for attendance and adherence
*. Review daily operational reports to make sure service goals are met.
*. Use effective verbal and written communicati on to distribute the most current information to the team members.
*. Maintains quality service by enforcing quality and customer service standards; analyzing and resolving quality and customer service problems; identifying trends; recommendi ng system improvemen ts.
*. Handle’s escalated calls.
*. Create an atmosphere of professionali sm & mutual support among employees.
*. Must be able to handle multiple situations at once
*. College degree preferred or a combination of education and prior work experience.
*. Two years of experience in managing at a supervisor level or above in a customer service related industry.
*. Ability to effectively lead a diverse group of individuals to successfully achieve the goals of the Dispatch Department
*. Ability to learn and demonstrate efficiency in the use of Trapeze
*. Strong customer service skills
*. Ability to work independentl y and follow directions
*. Ability to adapt and remain flexible in a dynamic environment
*. Ability to manage a 7 day/week operation..
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