Lead Dispatcher

Description

The Lead Dispatcher is responsible for performing standard dispatch duties while also providing direction and coordination tother dispatchers during a shift. This role ensures that all bus routes are staffed, and buses are dispatched on time, particularly during peak service hours. The Lead Dispatcher acts as a point of contact for other dispatchers and assists in managing the overall dispatch operation when a supervisor or manager is not present. In addition, this position handles escalations, coordinates adjustments to the schedule, and ensures smooth operations throughout the day. 

Requirements

Requirement:

Position requires flexibility to include rotating schedule, nights, weekends, holidays and special projects.

Qualifications

Education:

· High school diploma or equivalent required.

· Additional coursework in transportation, logistics, or communications is a plus.

Experience:

· 3+ years of experience as a bus dispatcher or in a similar transportation/logistics role.

Prior experience in a leadership or coordination role within a dispatch operation is preferred.     

Supervisory and Leadership Tasks

· Act as the lead point of contact for other dispatchers during the shift when a supervisor or manager is unavailable.
  Provide direction and guidance tother dispatchers to ensure all dispatch operations run smoothly.
  Delegate tasks and manage workflow among dispatchers, especially during high-demand periods.
  Step in to resolve issues related to bus assignments, operator absences, or schedule changes.

Driver Assignment and Dispatch 

· Assign bus operators to routes according to the daily schedule and ensure all operators are on-time for   their assigned shifts.
  Dispatch buses promptly to meet scheduled service requirements, ensuring buses depart on time.
  Communicate with operators regarding their assignments, ensuring clarity and readiness to depart.

Scheduling and Staffing Management and Monitoring

· Ensure that all bus routes are staffed   according to the service plan, making adjustments as necessary to cover last-minute absences or delays.
  Track and manage driver pull-outs (morning) and pull-ins (afternoon/evening) to ensure proper coverage during peak service hours.
  Coordinate replacement or relief drivers when needed to maintain consistent service.
  Assist in reviewing operator schedules and assignments to ensure adequate coverage, especially during peak hours or when unexpected absences occur.
  Work with the operations team to address any long-term staffing needs or schedule gaps.

Communication and Coordination

· Serve as the primary point of contact for bus operators before and during their routes.
  Provide operators with any last-minute updates or route changes, including detours or road conditions affecting service.
  Assist with operator inquiries or requests for support, relaying information to supervisors as needed.
  Ensure effective communication between dispatchers and bus operators to provide timely updates on service, route conditions, or vehicle changes.
  Liaise with maintenance staff and the operations team to ensure buses are ready for service and properly maintained.
  Serve as the point of contact for dispatch-related issues, escalating major concerns to supervisors or management as needed.

Manage Absences and Schedule Changes

· Monitor attendance, track operator   absences, and coordinate shift changes or replacements.
  Ensure sufficient coverage is maintained at all times, particularly during   peak hours.
  Communicate with the operations team to resolve schedule gaps or challenges.

Coordination with Maintenance and Operations to address schedule   disruptions

· Communicate with the maintenance   department regarding vehicle availability, ensuring buses are ready for   dispatch.
  Work closely with the operations team to ensure that all routes are fully covered and service disruptions are minimized.
  Notify operators of any vehicle changes or mechanical issues that may affect their assignment.
  Address and resolve more complex operational issues, such as sudden absences,  mechanical breakdowns, or service interruptions.
  Collaborate with maintenance teams and road supervisors to ensure service continuity and minimize disruptions.
  Make real-time decisions on schedule adjustments, operator reassignments, or emergency route changes.

Record Keeping and Reporting

· Oversee the accuracy of dispatch logs, including operator attendance, shift changes, and any service disruptions.
  Generate daily or shift-end reports summarizing on-time performance, service issues, and other relevant operational data.
  Assist in tracking key performance metrics related to dispatch operations and provide input for performance improvement.

Training and Mentorship

· Assist in training new dispatchers, providing mentorship and guidance to ensure they understand the systems and   processes.
  Offer ongoing support to dispatchers, helping them resolve issues and improve their skills in managing the dispatch operation.