Assistant Manager Dispatch (2nd shift) - Providence, RI

Eligible applicants must live within a commutable distance to Providence, RI. This position would be a hybrid role, which means that you will typically spend 3 days of your work week working onsite and 2 days of your work week working from a remote location. You have applied to a hybrid position, and as such, you will be required to meet specific work from home requirements to support the business needs of AAA. This includes high speed internet access with minimum internet speed requirements.

Work schedule: Sunday-Thursday 2:30pm-11:00pm

Are you interested in joining a team that is continuously innovating to create the best experiences for members? Would you like to work for a company that has been rated a top employer and best place to work across the Northeast year over year? Do you want to be part of a company that is committed to giving back to the community?

At AAA Northeast, as we continue to grow, our mission remains the same: helping and serving is a way of life. It’s why we’ve earned the trust of millions, and why AAA Northeast has remained a resilient and reliable brand for over a century.

The Assistant Dispatch Manager manages the daily operations of the dispatch department and ensures that quality service standards and procedures are met. Under general supervision, manages, through supervisors, the performance of assigned ERS shifts, meeting targets for quality service, efficiency, and cost control.

What you will do:

• Assists with real-time management of the call center and dispatch departments. Determines staffing levels for anticipated ERS call volume based on seasonality, trends, and peak call volume periods.
• Assists the Manager in selecting and orientating supervisors for assigned ERS shifts and monitors their performance. Provides direct supervision to shift staff in the absence of a supervisor.
• Performs the duties of the Dispatch Manager in their absence. Manages, or assists in managing, the dispatch area during the storm and emergency periods.
• Interviews, makes hiring decisions teaming with the Human Resources Department, trains and evaluates the performance of subordinate staff, as needed
• Reviews dispatch operations to identify technical and operational training needs and recommends operational improvements.
• Reviews recommend and perform modifications to computer-aided dispatch systems.
• Tests, inspects and operates radio, telephone computer, and other equipment as needed.
• Trains Dispatch Supervisors in communication, SOPs, Club policies, and supervisory expectations and ensures adequate training is provided for dispatch personnel.
• Audits dispatched call reports or calls in progress to ensure compliance with SOPs, the accuracy of the rate of payment to the contractor, and that service delivery and quality standards are met.
• Compiles and maintains the budget for the Dispatch department.
• Performs other related job duties as needed. Performs job duties according to department policies, procedures, and practices.

Salary range: $71,900 - $86,525 per year

Education
High School Diploma Required Associate's Degree Preferred Bachelor's Degree Preferred

Experience

Customer Service and/or dispatch experience Required Supervisory/management experience Required

Licenses and Certifications

AAA Northeast is proud of our diverse culture, fostered by the many talents, skills, passions, and expertise of our employees. We are an equal opportunity employer. We do not discriminate in recruiting, hiring, or promotion based on race, color, creed or religion, national origin, sex, age, sexual orientation, veteran’s status, gender identity or expression, disability, genetic information, marital status, pregnancy, or membership in any other protected class. We thrive when our team members bring their whole selves to work.