How you'll role
The Dispatch Centre Manager will lead and optimise the performance of dispatch agents, ensuring exceptional customer experiences and operational efficiency. This role will drive service excellence, ensuring all interactions meet performance targets and service level agreements (SLAs). The ideal candidate will oversee team performance through coaching, training, and effective resource allocation, while continuously analysing dispatch and call centre metrics to identify trends, address bottlenecks, and drive improvements.
What you'll do
- Team training and coaching
- Manage, coach, and mentor a team of dispatch agents
- Conduct regular performance evaluations and provide constructive feedback
- Support team members' professional development and training
- Foster a motivational and productive work environment
- Performance and operations tracking
- Monitor call centre metrics, analyze trends, and identify areas for dispatcher upskilling
- Recommend changes to increase customer satisfaction and efficiency, like improving average handling time
- Ensure team adherence to quality standards, procedures, and SLAs
- Monitor customer feedback to measure and improve satisfaction
What you'll need
- A degree in Education, Business Administration, Communication, or a related field is often preferred
- Proven experience in coaching, training, or customer service, with at least 5 years in a supervisory or managerial role within a call centre
- Strong leadership, communication, and interpersonal skills
- Experience with performance management and coaching
- Ability to analyze data and implement process improvements