Dispatch Supervisor, Life Science

Essential Duties and Responsibilities:

• Effectively performs full range of supervisory duties including but not limited to supervising Dispatch personnel; plans work assignments to ensure that the organization’s service, and production expectations are achieved.
• Ensure full compliance with healthcare regulations, USPack standard operating procedures (SOPs), and customer-specific protocols related to documentation, chain of custody, and emergency response.
• Evaluates shift operations through personal observation of Dispatchers and recommends improvements or modifications to work practices and employee performance as appropriate.
• Evaluates Dispatchers’ performance and conduct and provides feedback as appropriate in accordance with company policies. Works proactively with staff to resolve performance and/or personnel issues. 
• Conducts employee evaluations, reviews and approves employee timesheets, and investigates and resolves complaints or problems.
• Identifies issues and implements corrective actions including verbal counseling and verbal warnings; discusses need for further corrective action with Dispatch Manager and/or Human Resources as required.
• Completes a variety of reports and correspondence relating to dispatch activities in a timely manner, such as service investigations, root cause analysis, and corrective action planning.
• Ability to apply a high level of initiative, discretion, and judgment. 
• Must be able to work any assigned shift including day, night, or swing shifts including all days of the week including weekends and holidays.
• Performs all key tasks and duties of the Dispatcher. 
• Perform other duties as assigned.

Qualifications - Knowledge, Skills, and Abilities:

• Proficient in CAD systems, automated phone systems, and Microsoft Office (Outlook, Excel, Word).
• Familiar with Independent Contractor (IC) operational guidelines.
• Knowledge of medical transport compliance, including hazmat, temperature control, chain of custody, and emergency protocols.
• Strong problem-solving and analytical skills; able to make quick, sound decisions under pressure.
• Skilled in planning and prioritizing tasks in time-sensitive environments.
• Proactive and resourceful with the ability to manage competing demands independently.
• Effective communicator with strong interpersonal skills for working with drivers and healthcare clients.
• Adaptable team player who can also work independently.
• Willing to work overtime as needed.
• Ability to lift up to 25 pounds on occasion.

Qualifications - Experience, Education, Certificates, and Licenses:

• Minimum – High School diploma. 
• At least three years of progressively responsible communications dispatching experience in a logistics environment or in a comparable dispatching operation. 
• Experience, or other qualifications, that demonstrate strong decision-making skills, excellent interpersonal communication and conflict resolution skills, and ability to successfully supervise, motivate, correct, train and evaluate assigned staff.
• Six Sigma Green Belt Certification preferred.