Dispatch – Call Center Lead

Department: Call Center – Logistics

Work Environment: Call Center / Furniture Warehouse

Work Status: Professional Level

Compensation Range: $ 47-48,000

Schedule: Full Time / Tuesday to Saturday / 7:30am to 6pm / Open Schedule availability

Dress Code: Business Casual

Warehouse – Call Center Employment Location: Macys Furniture 7100 NW 32nd Ave. Miami FL 33147

Languages: Strong professional English / Spanish a Plus

Pre-Employment: Pass pre-employment testing (Drug Screening, Background Check)

Job Description

We are searching for a dedicated, supportive Dispatch - Logistics Lead who can coach and motivate Dispatch - Call Center representatives as they field calls from clients. The Dispatch - Logistics Lead will hire employees and assist in the training process, ensuring that every agent is well prepared for their calls. They will continue to support agents after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. You should be analytical, supportive, and prepared to act a resource to agents.

To succeed as a Dispatch - Logistics Lead, you should be focused on helping your team build necessary skills and knowledge, so they can better support customers. You should be supportive, communicative, and attentive. Effective call takers are quick, have a short recovery time between calls, have excellent listening skills, and are able to multi-task and process information on many levels at a time. They are also assertive, well-balanced, they are knowledgeable, and possess common sense/instinct.

Responsibilities:

• Hiring, training, and preparing Dispatch - Call Center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
• Ensuring agents understand and comply with all Dispatch - Call Center objectives, performance standards, and policies.
• Answering agent questions regarding best practices or difficult calls.
• Identifying operational issues and suggesting possible improvements.
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Preparing reports and analyzing data to assist management as they determine Dispatch - Call Center goals.
• Working with other supervisors and management team members to support agents and maximize customer satisfaction.

Supervisor Requirements:

• 2-5 years Call center, customer service, logistics - supervisory experience.
• Proficiency with technology, especially computers, Dispatch – Logistics software applications, and phone systems.
• Exceptional verbal and written communication skills.
• Strong understanding of company products, policies, and services.
• Ability to coach, train, and motivate employees and evaluate their performance.
• Excellent problem solving, leadership, and customer service skills.
• Analytical, efficient, and thorough.
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.

QUALIFICATIONS:

• High School Diploma or equivalent, but more education / experience, especially in management, is preferred Must successfully complete pre-employment testing / back ground / drug screening.
• Must be able to read and speak the professional English language.
• Must be able to work flexible schedules including weekends and holidays, and be available to address operational issues.

Werner Final Mile offers competitive compensation and a comprehensive benefits package:

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Similar Job Titles:

Logistics Evenings Manager

Transportation dispatcher

Inbound/outbound freight coordinator

Mobile equipment dispatcher

Truck dispatcher

Warehouse crew dispatcher

To get started, Apply Now!

Company Profile

Werner Enterprises, Inc. was founded in 1956 and is a premier transportation and logistics company, with coverage throughout North America, Asia, Europe, South America, Africa and Australia. Werner maintains its global headquarters in Omaha, Nebraska and maintains offices in the United States, Canada, Mexico, China and Australia. Werner is among the five largest truckload carriers in the United States, with a diversified portfolio of transportation services that includes dedicated; medium-to-long-haul, regional and local van; expedited; temperature-controlled; and flatbed services. Werner’s Logistics portfolio includes freight management, truck brokerage, intermodal, and international services. International services are provided through Werner’s domestic and global subsidiary companies and include ocean, air and ground transportation; freight forwarding; and customs brokerage.