WHAT DOES A DISPATCH MANAGER DO?

Updated: Mai 28, 2025 - The Dispatch Manager develops strategies to optimize team performance, streamline processes, and enhance carrier management while ensuring exceptional customer service. This position leads training initiatives, evaluates results, and implements improvements to reduce losses and boost profitability. The manager also prepares accurate reports for executives and partners, enabling effective decision-making and performance assessment.

A Review of Professional Skills and Functions for Dispatch Manager

1. Dispatch Manager Job Summary

  • Implementation and Evaluation: Assists in the implementation and evaluation of dispatch center goals, KPI objectives, procedures, and work standards
  • Efficient Delivery: Responsible for efficient and timely delivery of materials
  • Training and Development: Provides for the training and professional development of dispatch center personnel
  • Leadership and Compliance: Directs, coaches, and develops employees ensuring compliance with company policies
  • Customer Issue Resolution: Assists with the resolution of customer delivery issues and customer complaints
  • Operational Supervision: Directly supervises dispatch center's day-to-day service and operations
  • Order Review: Reviews orders in the system (travel times, correct job start times, job/customer-specific needs, etc.)
  • Customer Communication: Communicates with customers to provide up-to-date information regarding the company’s ability to meet delivery times
  • Driver Partnership: Partners with drivers to ensure compliance with CalPortland damage, incident, and accident reporting procedures
  • Issue Reporting: Communicates key issues with Transportation Manager

2. Dispatch Manager Job Description

  • Policy Development: Develop, implement, and review operational policies and procedures
  • Project Management: Play a leadership role in managing key internal projects, from start to finish
  • Financial Analysis: Review existing financial performance to recommend cost-saving initiatives
  • Budgeting and Forecasting: Partner with senior leadership to build annual budgets, forecasts, and key metrics
  • Profit and Loss Management: Create and maintain Profit and Loss for existing lines of business
  • Staffing Management: Work with hiring managers to track and report staffing requirements
  • Dashboard Creation: Aid in the creation and rollout of informative dashboards for ongoing reporting and measurement
  • Relationship Management: Develop and maintain relationships with strategic partners to ensure the company stays current on their latest changes, updates, and announcements
  • Tool Optimization: Understand existing tools for each team and ensure the company can successfully leverage them and/or identify productive alternatives
  • Process Improvement: Evaluate existing processes and procedures to develop improvement recommendations

3. Dispatch Manager Details and Accountabilities

  • Team Strategy Development: Develop a clear strategy to keep team members focused on high performance, load-level optimization, and strong carrier management throughout the year
  • Process Improvement: Implement strategies to examine and improve key processes
  • Performance Evaluation: Evaluate and measure success potential against actual to identify areas of growth
  • Staffing Coordination: Coordinate staffing to ensure excellent customer service and response is achieved
  • Feedback and Improvement: Provide regular feedback for team members and other Mansfield Oil departments to evaluate results and make improvements
  • Training Leadership: Lead training of new team members, create meetings and opportunities to further train existing team members
  • Profitability Improvement: Identify opportunities to reduce loss and increase profitability
  • Reporting Creation: Create high-impact reporting
  • Executive Reporting: Create clear, timely, and accurate reports for the executive team to facilitate effective decision-making
  • Sales and Partner Reporting: Create clear, timely, and accurate reports with sales reps and external partners to effectively assess and improve performance
  • Process and Workflow Review: Continually review processes and workflows to improve tracking and reporting efficiencies

4. Dispatch Manager Additional Details

  • Dispatch Management: Manage the dispatch board and team of technicians to full utilization.
  • Call Handling and Prioritization: Receive and answer emergency and non-emergency calls, and quickly prioritize dispatch responses.
  • Information Provision: Provide technicians with all relevant information to complete their jobs and provide customers with a great experience.
  • Call Closure and Invoicing: Ensure completed dispatched calls are correctly closed out and invoiced in a timely fashion.
  • Fleet Management: Take responsibility for fleet management.
  • KPI and Initiative Achievement: Work with leadership to achieve company-generated Key Performance Indicators and initiatives.
  • Customer Service Improvement: Conduct frequent customer service surveys and drive improvements in the organization.
  • Team Development: Identify opportunities to advance the skillset of the team and provide feedback and coaching.
  • Client Communication: Ensure clients receive timely updates on projects and exceed customer expectations.
  • Inventory Monitoring: Assist in monitoring inventory levels and ensure all materials are readily available for projects with the local service manager.

5. Dispatch Manager Role Purpose

  • Dispatch Office Oversight: Responsible for overseeing the dispatch office consisting of 5 dispatchers, 40 drivers, and an estimated 30 calls daily.
  • Employee Supervision: Directly supervise 5 dispatch employees.
  • Operations Management: Manage scheduling, call completion, billing accuracy, and daily supervision of the operation.
  • Driver and Customer Service Oversight: Oversee driver board coverage, customer service, safety, compliance, driver retention, and employee scorecards.
  • Work Environment Promotion: Successfully promote, manage, and maintain a positive work environment, and improve operational efficiency, employee engagement, and driver retention.
  • Fleet Compliance: Ensure fleet compliance with all Safety and DOT training.
  • Employee Training and Development: Facilitate and determine employee training and development including monitoring ongoing performance progress.
  • Performance Optimization: Optimize job performance through evaluations, individual development plans, and employee recognition programs.
  • Process Training and Auditing: Train on and audit all processes and procedures needed to execute the day-to-day operations while seeking to identify and implement system or procedure improvement areas.
  • Reporting: Responsible for various operational, financial, and service reporting on an ongoing basis.
Relevant Information
What Does A Dispatcher Do?