Dispatch Manager
24 hours ago
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Job DescriptionEmployee Recognition and RewardsEquity Incentive Plan, Annual Appraisal
Government Mandated BenefitsInsurance Health & WellnessHMO
Company Equipment, Open Workspace, Parking Space, Pension Plan, Sleeping Quarters
Professional DevelopmentEmployee Assistance Program, Job Training, Mentorship Program
Maternity & Paternity Leave, Sick Leave, Solo Parent Leave
DescriptionHere's your refined Dispatch Manager job description, keeping it within 4,000 characters while maintaining clarity and impact:
Dispatch Manager (Onsite – Davao City, Philippines)Job Overview:The Dispatch Manager is responsible for overseeing the daily operations of the dispatch team and cold calling department to ensure efficiency, productivity, and high service quality. This role involves team management, performance tracking, hiring, training, and implementing operational improvements. The Dispatch Manager will also report directly to senior management, providing insights and strategies for continuous growth.
Key Responsibilities:Team Management & Performance Tracking- Lead, motivate, and manage the dispatch and cold calling teams to achieve high efficiency and service quality.
- Monitor KPIs such as call volumes, response times, and customer satisfaction scores.
- Develop strategies to improve performance, resolve issues, and maintain operational excellence.
- Provide feedback and coaching to enhance team members' skills and productivity.
- Conduct team meetings and performance reviews to ensure alignment with company objectives.
- Oversee recruitment for dispatch agents and cold callers, including screening, interviewing, and hiring.
- Ensure smooth onboarding and training, introducing new hires to company tools, systems, and SOPs.
- Supervise daily dispatch operations, ensuring accurate and timely order processing and tracking.
- Manage the cold calling department, ensuring agents meet daily targets and maintain service quality.
- Develop and maintain weekly schedules, ensuring proper staffing for dispatch and call operations.
- Monitor call quality and adherence to company protocols and service standards.
Training & Development
- Oversee training programs to equip employees with essential skills.
- Identify training needs and provide continuous professional development opportunities.
- Organize workshops, training sessions, and knowledge-sharing meetings to boost performance.
Task Management & Daily Operations
- Assign and monitor daily tasks for the dispatch and cold calling teams.
- Troubleshoot and resolve operational issues within both departments.
- Ensure all employees follow established processes, policies, and procedures.
Communication & Reporting
- Serve as the primary liaison between the dispatch team and senior management.
- Provide regular performance reports with insights, achievements, and areas for improvement.
- Collaborate with leadership to align dispatch operations with company goals.
Quality Control & Problem-Solving
- Implement quality control measures to maintain high customer service standards.
- Handle customer complaints and escalations, ensuring quick and professional resolution.
- Continuously analyze processes to identify and implement operational improvements.
Additional Responsibilities
- Develop initiatives to boost team morale and motivation.
- Maintain accurate records of dispatch and call center activities, including attendance and performance.
- Ensure compliance with regulatory and company standards, including safety, privacy, and data protection.
- Participate in cross-departmental initiatives to contribute to overall company success.
Join us and be part of a growing team where leadership, efficiency, and innovation drive success
Requirements- Experience: Minimum of 3 years in dispatch management or a similar role within a BPO, logistics, or customer service environment.
- Leadership Skills: Proven ability to lead, motivate, and manage teams to meet performance targets.
- Call Center & Dispatch Experience: Strong understanding of dispatch operations, workforce management, and cold calling processes.
- Process Optimization: Experience in improving dispatch workflows, call handling efficiency, and team performance.
- Technical Proficiency: Familiarity with CRM systems, workforce management tools, and dispatch software.
- Data-Driven Decision Making: Ability to track KPIs, analyze reports, and implement performance improvement strategies.
- Problem-Solving Skills: Strong analytical and critical thinking abilities to resolve operational challenges effectively.
- Communication & Reporting: Excellent written and verbal communication skills, with the ability to report performance trends and insights to senior management.
- Recruitment & Training: Experience in hiring, onboarding, and training new agents to ensure operational success.
- Adaptability & Crisis Management: Ability to handle high-pressure situations, urgent dispatch requests, and unexpected challenges.
- Customer Service Focus: Strong ability to ensure high-quality service delivery and customer satisfaction.
- Experience in BPO home service, logistics, or field service industries.
- Background in AI-powered dispatching or automation tools.
- Experience working with offshore teams or international clients.
- Familiarity with quality assurance standards and compliance regulations.
- Competitive salary and performance-based incentives.
- Work in a supportive and dynamic environment.
Ready to take the lead? Apply now and grow with us
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