Job Description
DISPATCH MANAGER
Position Title: Dispatch Manager
Department: Operations – Dispatch
Reports To: General Manager
Position Summary
The Dispatch Manager oversees all daily dispatch operations to ensure safe, efficient, and on\-time service delivery within the paratransit system. This role supervises dispatchers, manages operator schedules and attendance, monitors service readiness, and maintains real\-time communication with Safety, Road Supervision, and Maintenance. The Dispatch Manager ensures accurate documentation, service continuity, and accountability across a 24/7 operation.
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Essential Duties \& Responsibilities
* Supervise dispatch staff and ensure full coverage for all shifts and service windows.
* Maintain operator schedules, monitor call\-outs/tardiness, and initiate corrective action as needed.
* Ensure all pull\-outs depart on time and service disruptions are resolved quickly.
* Maintain accurate dispatch logs, trip sheets, and electronic data entries.
* Coordinate continuously with Road Supervisors, Safety, and Maintenance to manage incidents and service interruptions.
* Oversee 24/7 communication flow between operations and field personnel.
* Prepare and distribute daily operational reports.
* Train and coach dispatchers for performance, accuracy, and professionalism.
* Support a culture of accountability, accuracy, and customer\-centered service.
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Minimum Qualifications
* 3\+ years of experience in transit, paratransit, dispatch, or operations.
* 1\+ year of supervisory or lead experience.
* Experience using dispatch or scheduling systems (e.g., TripMaster, Routematch, Ecolane).
* Strong understanding of ADA paratransit service requirements.
* Strong decision\-making skills in fast\-moving environments.
* High level of accuracy in documentation and reporting.
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Preferred Qualifications
* Experience working within MARTA Mobility or a similar large paratransit system.
* Knowledge of FTA/DOT regulations.
* Previous experience managing attendance systems or shift scheduling.
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Skills \& Competencies
* Leadership \& team management
* Strong communication \& conflict\-resolution
* Detail\-oriented documentation
* Decision\-making under pressure
* Multi\-tasking across a 24/7 operation
* Technical proficiency with dispatch software and MS Office
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Key Performance Indicators (KPIs)
* On\-time pull\-out rate
* Attendance compliance accuracy
* Reduction in missed trips
* Dispatch log/data accuracy rate
* Timeliness of reports
* Incident response coordination effectiveness
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Work Environment \& Physical Requirements
* Office\-based role within a 24/7 operations center.
* Must be able to sit for extended periods monitoring screens and communication channels.
* Occasional need to walk the yard or visit buses during service disruptions.
* May require early morning, late evening, weekend, or emergency availability.
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