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Dispatcher

Company: PRA provides transportation management services for employees of a major technology company. Started in 1981, PRA is an award-winning, full-service business events company.

Summary of Position: The primary responsibility of this position is to oversee the assigned area within the daily operation of the client's transportation network. Dispatchers will own their area and corroborate with the rest of the Dispatch team to maximize efficiency, with the goal of making the transportation network reliable and sustainable. Managed services include commuter shuttles, inter-campus and intra-campus services, on-demand services, and charter services. These services are located in the Bay Area, Austin, and the Seattle area. This position will be located on-site at the client's offices in the San Francisco Bay Area and will report directly to the PRA Dispatch Manager.

Essential Duties and Responsibilities

• Monitor service and provide direction, guidance, and information to drivers so that routes and stops are serviced safely, completely, and on-time
• Monitor radio communications, Transportation Management Software (TMS), regional real-time online sources, and reports to optimize routes and provide alternative routing if required
• Communicate with the client's Transportation Team, operating vendors, dispatch team, Transportation Center Representatives, and managers as needs dictate regarding changes, incidents, accidents, and relevant activities
• Take action to correct errors or provide alternatives in case an operator violates the Service Level Agreement
• Maintain proficiency of Transportation Management Software (TMS) required for dispatch operations
• Provide timely communications to all stakeholders. All verbal and written communication must be compliant with client policies, conventions, and PRA standards
• Manage and enhance customer service through proactivity, while keeping passenger safety and satisfaction foremost
• Assist PRA Lead Dispatcher and act as a service matter expert within your area of operation
• Ensure communication processes are timely regarding instructions to operators, feedback to operators, responses to the client, and PRA leadership
• Make sure all client and PRA policies and regulations are followed
• Assist with efforts related to launching of new service schedules, including radio reminders, tracking drivers, communicating with vendor teams, ensuring announcements are made in a timely manner, and that all incidents are documented
• Provide performance updates on Service Level Agreements, vendor performance, team effectiveness, and dashboard/KPIs through incidents entered into the Transportation Management System
• Make announcements to vendors via radio (ex: weather related, safety, Driver of the Month, early outs, routing changes, traffic conditions, etc.)
• Work closely with vendors to ensure successful operation of the transportation program and resolve any service or coverage issues immediately
• Attend regularly scheduled training sessions with clients, shuttle vendors, or PRA personnel to stay on the cutting edge, increase skill set, and to bring your unique contributions to the team
• Responsible for assisting client transportation team as required to gather and aggregate reports on complaints, open issues or incidents, accidents and/or injuries, coordinate passenger rescues, bus breakdowns,
• Provide reporting and support to PRA leadership as requested
• Provide support and information to the Transportation Center Representatives and promote a positive passenger experience
• Know and follow client and PRA health & safety rules, and follow safe working practices on the job
• Help train new dispatchers, maintain proficiency in applicable systems and apply best practices
• Maintain daily records and logs as required
• Additional duties as assigned

Qualifications

• Bachelor's degree is preferred, comparable experience in related field is acceptable in lieu of a degree
• Three (3) years dispatch experience in corporate shuttle or transportation program
• Experience in team management and proven track record working with a variety of individuals in a dynamic work environment
• Demonstrated proficiency with adapting to new environments and capacity to think in alternative ways
• Proven ability to multi-task in a fast-paced team environment
• Excellent writing and interpersonal communication skills
• Proficiency with Microsoft Office suite (MS Word, MS Excel, MS PowerPoint & Outlook), Transportation Management Software
• Must possess good communication skills and be able to handle the public in a courteous non-hostile manner
• Must be able to work assigned shift (morning, evening) as required

Work Environment: The work environment characteristics for this position are typical of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in this office is moderate.

COVID-19 Vaccination required for employment.

Salary Range: Appropriate with experience; Benefits include Medical, Dental, Vision, Disability, Life Insurance, and 401(k) Plan.