DISPATCHER, SENIOR Job in Tulsa, Oklahoma US
DISPATCHER, SENIOR
SENIOR DISPATCHER LEAD Although the Sr. Dispatch Lead will perform the key functions of the Dispatchers, this position is primarily responsible for ensuring that organization structures, processes and people capabilities are aligned to meet the Customer Service Center's goals. This position focuses on the continuous improvement and quality of work in the Center by: 1) scrutinizing process effectiveness creating new processes as needed, and; 2) developing, coaching, training and monitoring the Dispatcher's performance individually and as a team; 3) coordinating regular communication with key stakeholders -- Sales, Technician organization, field support, Customer Service Center - to identify performance gaps and needed improvements. In conjunction with Center management, establish and communicate Dispatcher performance expectations Monitor Dispatcher performance, identify performance issues and work individually, or with the Dispatcher teams as a unit, to adjust performance through training or coaching. Track Dispatcher's performance to ensure that alert performance is meeting acceptable standards. Communicate reduction in standards to Center management. Monitor SLA performance and communicate issues, solves and customer concerns to Center Management for future action. Within the assigned Center Pod, act as first line of support for data or system problem resolution Develop, document and communication processes. In conjunction with Dispatcher's: identify best process practices to increase effectiveness Identify problem areas related to market unit activities that cause, or have the potential to cause, system issues and work with the market unit to resolve those issues and then change processes to reflect the solutions. Identify new software release impacts: determine and document related new processes Responsible for managing and facilitating training classes -- new hire, continuous development and new software releases classes For new hires: follow up e-learning training with class application exercises and individual coaching on how to effectively manage the scheduling and the alert management system Measure training effectiveness through testing and performance data - with responsibility for making sure adjustments are made to the training content as necessary High School Diploma or Equivalent (GED) 1 plus year of telephone customer experience; preferably in a high call volume environment Bachelor's Degree preferred 2 plus years of dispatching or logistics experience; preferably in a high call dispatching environment Beverage industry experience 2 plus year in training and business process procedures Bilingual (English/French) Flexibility (hours, role and responsibilities) Ability to travel