Dispatch Manager
On-siteColumbia, South Carolina, United States
Job Summary
Oversee daily dispatch operations, including trip assignment, routing, and real-time monitoring to ensure compliance with company policies, broker rules, and regulatory requirements. Monitor live operations for late runs, no-shows, and will-calls, directing timely adjustments and developing routing strategies to improve on-time performance. Hire, train, schedule, and supervise dispatchers while providing daily coaching, conducting performance evaluations, and handling escalated service issues. Coordinate closely with driver management and other departments to support staffing, coverage, and communication, ensuring HIPAA, ADA, and DOT compliance. Track key metrics such as on-time performance and dispatch errors to identify trends and refine standard operating procedures for scheduling and same-day changes.
Required Qualifications
- High school diploma or GED
- 3+ years of experience in dispatch, call center, NEMT, paratransit, or transportation operations
- Ability to work a flexible scheduled: May require shift work, including early mornings, evenings, weekends, and holidays, as well as on-call support depending on operation size
- Ability to speak clearly and hear well enough to perform dispatch and supervisory duties
Desired Qualifications
- some college or formal training in transportation, logistics, or healthcare
- 1–2+ years of supervisory or lead experience in a dispatch or call center environment
- Experience with NEMT brokers, paratransit, or medical transportation contracts
- Strong leadership, team-building, and coaching skills
- Solid understanding of dispatch operations, trip scheduling, and routing principles
- Proficiency with dispatch/scheduling software, GPS tools, and standard office applications (Excel, Word, email)
- Excellent communication skills (verbal and written) and a professional phone manner
- Strong problem-solving and decision-making abilities in a fast-paced, time-sensitive environment
- High attention to detail and accuracy in data entry, documentation, and reporting
- Customer-service focused and compassionate toward the needs of passengers and healthcare partners
- Calm, organized, and effective under pressure, especially during service disruptions or high call volume
- Reliable, ethical, and committed to safety, compliance, and quality service
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