Main Responsibilities and Required Skills for a Dispatch Manager
A Dispatch Manager is a professional who oversees the coordination and execution of transportation operations. They play a critical role in ensuring the timely and efficient delivery of goods or services. In this blog post, we will explore the primary responsibilities and the most in-demand hard and soft skills for Dispatch Managers.
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Main Responsibilities of a Dispatch Manager
The following list describes the typical responsibilities of a Dispatch Manager:
Adhere to
Adhere to all local vehicular regulations while driving.
Analyze
Analyze and implement plans to create optimized delivery solution that meets company KPIs.
Analyze margin reports, customer SLAs, and customer feedback.
Analyze transportation data and generate performance reports.
Answer
Answer questions re performance, progress and equipment from customer personnel.
Assign
Assign drivers and vehicles to specific routes and trips.
Assume
Assume the duties of the Fleet Planners when they are not available or as needed.
Build
Build teams centered around customer and company success.
Collaborate with
Collaborate with other departments to streamline operations.
Complete
Complete 9-box updates, performance management and succession planning.
Complete required paperwork and reports, maintain relevant systems with data changes.
Conduct
Conduct performance evaluations and provide feedback to employees.
Conduct regular meetings and communicate important information.
Conduct risk assessments and develop contingency plans.
Confirm
Confirm appropriate routes to job sites and assist drivers with directions.
Coordinate
Coordinate and schedule transportation activities.
Coordinate jobs efficiently to control high overtime.
Coordinate with warehouse or distribution centers for timely loading and unloading of goods.
Develop
Develop and implement strategies to improve operational efficiency.
Direct
Direct / guide the dispatch supervisors on a day-to-day basis.
Ensure
Ensure accuracy of rates for jobs.
Ensure compliance with transportation regulations and safety standards.
Ensure Dispatchers have the tools they need to perform.
Ensure efficient and high-quality management of your unit's transport and maintenance activities.
Ensure on-time delivery of materials to customers.
Ensure order / ticket information is accurate.
Ensure proper documentation and record-keeping of transportation activities.
Ensure that activities are carried out in collaboration with your team members.
Ensure that good practices are applied in your unit.
Ensure that Mobile Repair Specialists are dispatched to assist customers in distress.
Evaluate
Evaluate and select transportation vendors and service providers.
Foster
Foster positive relationships with drivers, employees, and customers.
Handle
Handle customer inquiries and address concerns promptly.
Handle escalated customer issues promptly while providing solutions that work for the customer.
Hire
Hire qualified drivers on an ongoing basis.
Identify
Identify issues, trends, opportunities, and process changes.
Identify risk areas and implement corrective actions.
Implement
Implement and enforce company policies and procedures.
Implement and maintain quality control measures.
Implement and manage the customer experience with regards to daily delivery activity.
Implement operational policies, practices, and procedures to attain operating goals.
Implement progressive discipline process to manage driver performance.
Implement strategies to improve customer satisfaction and retention.
Lead
Lead and promote a culture where Health & Safety is the #1 priority.
Lead a team of 15 - 20 dispatch staff.
Liaise
Liaise among marketing companies, centers, repair shops, vendors, and occasionally customers.
Maintain
Maintain communication with drivers and provide necessary instructions.
Maintain customer relations.
Maintain employee personnel files.
Maintain event order daily log.
Maintain paperwork and records to ensure compliance.
Manage
Manage and oversee costs related to transport and maintenance management.
Manage and update transportation databases and systems.
Manage budgets and control transportation costs.
Manage employee work schedules including wash outs and Saturday work rotation.
Manage local hourly and city expenses to ensure productive and warranted return on investment.
Maximize
Maximize resources by scheduling truck assets efficiently and effectively.
Mentor
Mentor and delegate tasks to the Repair Dispatch Specialist.
Monitor
Monitor and track the movement of goods or services.
Monitor driver performance and ensure adherence to company policies.
Monitor fuel consumption and vehicle maintenance schedules.
Monitor provider performance and handles real-time complaints.
Monitor truck routes to ensure proper service and movement of delivery equipment.
Optimize
Optimize routes for efficient delivery and cost-effectiveness.
Organize
Organize resources efficiently to ensure adherence to customer SLAs.
Oversee
Oversee and schedule Transfer Drivers moving equipment within the shop's area.
Overweight
Overweight dumpsters ,driver or customer complaints.
Perform
Perform weekly one on one meeting with each team member.
Plan
Plan for the movement and distribution of equipment (both GLI and rental).
Prepare
Prepare budget reports and identifies resource and labor needs.
Prepare reports and records on operational activities for management.
Provide
Provide guidance and direction to dispatch supervisors, drivers and field operations as needed.
Provide leadership and support for Health & Safety initiatives at the facility.
Provide MTD and YTD reports for the sales team.
Provide problem solving and key decision making.
Reach
Reach with hands and arms.
Recruit
Recruit new repair vendors weekly to expand our service provider network.
Report
Report safety hazards and create safety first culture.
Reroute
Reroute drivers when needed and be flexible in this high volume business.
Resolve
Resolve any issues or delays that arise during transportation.
Resolve conflicts and mediate disputes between drivers and customers.
Respond to
Respond to customer inquiries and complaints.
Respond to public calls, follow up on customer complaints and support sales concerns.
Route
Route a fleet of drivers and tractor trailer rolloffs.
Route all drivers through out the day to ensure productivity and revenue.
Route PM techs and monitor equipment in the field to strategically plan maintenance and repair.
Route steel loads from our yard daily.
Screen
Screen and handle On-Board Communication calls, escalating when necessary.
Send
Send tickets to plants for trucks to delivery to jobs, ensure proper invoicing.
Set
Set priorities for your unit's activities and coordinate the activities.
Stay updated on
Stay informed about changing regulations and compliance requirements.
Stay updated on industry trends and best practices.
Supervise
Supervise day-to-day dispatch activities.
Support
Support your business unit's operational strategy.
Take
Take care of customers and perm accounts.
Take part in preparing the maintenance budget.
Track
Track, analyze, and report on performance levels of the team.
Track drivers throughout the day - and add on stops whenever we can.
Track each driver via Gps and computer load sheets.
Train
Train and supervise dispatch staff.
Work
Work closely with roadside assistance techs.
Work with management team to ensure support and collaboration towards corporate goals.
Work with other departments to ensure timely payment and submitting of paperwork.
Most In-demand Hard Skills
The following list describes the most required technical skills of a Dispatch Manager:
Proficiency in transportation management systems.
Knowledge of route planning and optimization software.
Familiarity with GPS and tracking technologies.
Strong analytical and problem-solving skills.
Competence in data analysis and reporting tools.
Understanding of transportation regulations and compliance.
Proficiency in using dispatching software and communication tools.
Knowledge of logistics and supply chain management principles.
Ability to interpret maps and navigate efficiently.
Proficiency in using Microsoft Office Suite (Word, Excel, PowerPoint).
Familiarity with inventory management systems.
Knowledge of vehicle maintenance and repair procedures.
Understanding of cost analysis and budget management.
Strong organizational and time management skills.
Proficiency in operating office equipment such as computers and telecommunication devices.
Knowledge of freight forwarding and customs regulations.
Competence in load planning and cargo securing techniques.
Understanding of transportation insurance and claims processes.
Knowledge of hazardous materials transportation regulations.
Familiarity with electronic logging devices (ELDs) and driver hours-of-service regulations.
Most In-demand Soft Skills
The following list describes the most required soft skills of a Dispatch Manager:
Excellent communication and interpersonal skills.
Strong leadership and decision-making abilities.
Effective problem-solving and critical-thinking skills.
Ability to work well under pressure and meet deadlines.
Exceptional organizational and multitasking skills.
Attention to detail and accuracy in work.
Flexibility and adaptability to changing situations.
Teamwork and collaboration skills.
Customer service orientation and relationship-building abilities.
Conflict resolution and negotiation skills.
Conclusion
A Dispatch Manager plays a crucial role in coordinating transportation operations and ensuring the timely delivery of goods or services. They are responsible for managing schedules, assigning drivers, monitoring movements, and optimizing routes. Moreover, they must possess the necessary hard skills such as proficiency in transportation management systems, knowledge of regulations, and familiarity with dispatching software. Additionally, soft skills such as effective communication, leadership, problem-solving, and organizational abilities are vital for success in this role.
