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Company: Global Contact Services
Job Title:
Dispatch Team Leader
Medford, Massachusetts
Job Status:  Full-time
Job ID: 89674

Primary Responsibilities:

  • Lead Dispatchers are responsible for training and supervising dispatchers.

  • Duties and responsibilities include: Assure quality of dispatch operations including monitoring Dispatchers

  • Coach dispatchers to resolve performance issues and compliance with the MBTA policies and procedures

  • Manage attendance, retention, quality, performance and adherence to company and client standards for a team of associates.

  • Manage team breaks, lunches, and non-productive times to insure maximum available productivity

  • Provide encouragement and motivation to associates on a consistent basis to maintain excellent performance and quality.

  • Manage programs to goal and promptly communicate changes to associates and management staff.

  • Counsel, coach and discipline associates using the establish policies and processes when necessary.

  • Confirm the accuracy of payroll hours for each team member.

  • Maintain the work schedule and track the schedule adherence of each associate.

  • Provide constant communication with all departments.

  • Ensure associates conform to all local, state and federal guidelines and laws relating to teleservices including the Americans with Disabilities Act.

For immediate consideration, please forward your resume to hr-bos@gcsagents.com

When applying, mention that you saw this opening listed at TransitTalent.com.