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AAA Northeast · 1 month ago

Assistant Manager Dispatch (2nd shift) - Milford, CT (57129)

Milford, CT, USA

Full-time

Hybrid

Mid, Senior Level

$72K/yr - $87K/yr

AAA Northeast is a company dedicated to serving its members and has been a trusted brand for over a century. The Assistant Dispatch Manager is responsible for managing daily operations of the dispatch department, ensuring quality service standards are met, and overseeing staffing and performance of assigned shifts.

Consumer Services

Responsibilities

Assists with real-time management of the call center and dispatch departments. Determines staffing levels for anticipated ERS call volume based on seasonality, trends, and peak call volume periods

Assists the Manager in selecting and orientating supervisors for assigned ERS shifts and monitors their performance. Provides direct supervision to shift staff in the absence of a supervisor

Performs the duties of the Dispatch Manager in their absence. Manages, or assists in managing, the dispatch area during the storm and emergency periods

Interviews, makes hiring decisions teaming with the Human Resources Department, trains and evaluates the performance of subordinate staff, as needed

Reviews dispatch operations to identify technical and operational training needs and recommends operational improvements

Reviews recommend and perform modifications to computer-aided dispatch systems

Tests, inspects and operates radio, telephone computer, and other equipment as needed

Trains Dispatch Supervisors in communication, SOPs, Club policies, and supervisory expectations and ensures adequate training is provided for dispatch personnel

Audits dispatched call reports or calls in progress to ensure compliance with SOPs, the accuracy of the rate of payment to the contractor, and that service delivery and quality standards are met

Compiles and maintains the budget for the Dispatch department

Performs other related job duties as needed. Performs job duties according to department policies, procedures, and practices

Qualification

Dispatch managementCustomer service experienceSupervisory experienceOperational improvementsTrainingEvaluationCommunication skillsTeam collaboration

Required

High School Diploma Required

Customer Service and/or dispatch experience Required

Supervisory/management experience Required

Preferred

Associate's Degree Preferred

Bachelor's Degree Preferred

Company

AAA Northeast

With a legacy deeply etched in over a century of dedicated service, AAA Northeast delivers legendary services and trusted advice, allowing members and their families to enjoy the peace of mind that membership provides.

Founded in 1900