Dispatch Manager

DISPATCH MANAGER 

Position Title: Dispatch Manager

Department: Operations – Dispatch

 Reports To: General Manager

Position Summary

The Dispatch Manager oversees all daily dispatch operations to ensure safe, efficient, and on-time service delivery within the paratransit system. This role supervises dispatchers, manages operator schedules and attendance, monitors service readiness, and maintains real-time communication with Safety, Road Supervision, and Maintenance. The Dispatch Manager ensures accurate documentation, service continuity, and accountability across a 24/7 operation.

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Essential Duties & Responsibilities

· Supervise dispatch staff and ensure full coverage for all shifts and service windows.

· Maintain operator schedules, monitor call-outs/tardiness, and initiate corrective action as needed.

· Ensure all pull-outs depart on time and service disruptions are resolved quickly.

· Maintain accurate dispatch logs, trip sheets, and electronic data entries.

· Coordinate continuously with Road Supervisors, Safety, and Maintenance to manage incidents and service interruptions.

· Oversee 24/7 communication flow between operations and field personnel.

· Prepare and distribute daily operational reports.

· Train and coach dispatchers for performance, accuracy, and professionalism.

· Support a culture of accountability, accuracy, and customer-centered service.

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Minimum Qualifications

· 3+ years of experience in transit, paratransit, dispatch, or operations.

· 1+ year of supervisory or lead experience.

· Experience using dispatch or scheduling systems (e.g., TripMaster, Routematch, Ecolane).

· Strong understanding of ADA paratransit service requirements.

· Strong decision-making skills in fast-moving environments.

· High level of accuracy in documentation and reporting.

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Preferred Qualifications

· Experience working within MARTA Mobility or a similar large paratransit system.

· Knowledge of FTA/DOT regulations.

· Previous experience managing attendance systems or shift scheduling.

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Skills & Competencies

· Leadership & team management

· Strong communication & conflict-resolution

· Detail-oriented documentation

· Decision-making under pressure

· Multi-tasking across a 24/7 operation

· Technical proficiency with dispatch software and MS Office

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Key Performance Indicators (KPIs)

· On-time pull-out rate

· Attendance compliance accuracy

· Reduction in missed trips

· Dispatch log/data accuracy rate

· Timeliness of reports

· Incident response coordination effectiveness

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Work Environment & Physical Requirements

· Office-based role within a 24/7 operations center.

· Must be able to sit for extended periods monitoring screens and communication channels.

· Occasional need to walk the yard or visit buses during service disruptions.

· May require early morning, late evening, weekend, or emergency availability.

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Why Work With Us

A-National Transit brings over 35 years of experience providing reliable paratransit service in partnership with MARTA Mobility. We value safety, accountability, and service excellence. Team members have opportunities for growth, continuous training, and meaningful impact within the Atlanta community.