Paradox: Senior Centralized Dispatcher
POSITION SUMMARY:
The Senior Centralized Dispatcher oversees the daily communication between the Centralized Dispatchers, Customer Service Dispatchers and in-center team members. The Senior Centralized Dispatcher works directly with the Dispatchers to develop plans to accommodate exception requests and is the first point of contact for all customer escalations. The Senior Centralized Dispatcher will provide feedback/coaching/mentoring to the Dispatchers, assist with new hire on-boarding and systems training and participate in quality assurance sessions.
GENERAL DUTIES AND RESPONSIBILITIES:
(This is a representative list of the general duties the position may be asked to perform, and is not intended to be all-inclusive)
- Manage the routing and job scheduling of Couriers to pick-up and deliver orders to/from the customer, Office and Print Centers and Automated Document Facilities using a dispatch software
- Monitor courier’s schedules to ensure workload balance; conduct reassignments, as necessary, due to breakdowns or interruptions
- Manage the courier staffing levels in partnership with the Centers
- Communicate with the customer to ensure awareness of all pick-up and/or delivery times and special instructions
- Address customer concerns in an expeditious and professional manner; escalate unresolved issues to management, as appropriate
- Train and coach Dispatchers to ensure consistency and continuous improvement, as needed
- Assist in researching pick-up and delivery validation for root cause identification and PUD Courier accountability
- Train and evaluate the efficiency and productivity of team members based on established performance standards and objectives
- Conduct regular quality assurance sessions, providing feedback to the NFC management team
- Coordinate pick-up and delivery requests using a third party vendor when the situation deems necessary
- Provide backup for both dispatch and customer services team members when necessary
- All other duties as needed or required
MINIMUM QUALIFICATIONS AND REQUIREMENTS:
- Bachelor’s Degree or equivalent experience
- 1+ year experience as a FedEx Office Centralized Dispatcher
- 3+ years customer service experience
- Excellent leadership and communication skills with the ability to present information to peers and management team
- 2+ years’ experience compiling and interpreting data
- Proficient in Microsoft Outlook and Excel
- Experience working in a Windows-based technical environment
- Experience using mobile phones (company provided) to communicate with couriers across the nation, as needed
- Must be willing to work the shifts covered by the Dispatchers, based on business need
- For new hires, must meet all FedEx Office employment qualifications in force at time of hiring
- For current FedEx Office team members, must meet hiring criteria for the position and transfer requirements as outlined in the Team Member Handbook
ESSENTIAL FUNCTIONS:
- Ability to travel as required in order to meet with customers, vendors, other team members, and/or other business necessities
- Ability, on a consistent basis, to maintain attention and concentration for extended periods of time
- Ability, on a consistent basis, to read and interpret documents and instructions from customers, vendors, and other team members
- Ability, on a consistent basis, to communicate effectively with customers, vendors, and other team members
- Ability, on a consistent basis, to perform work activities requiring cooperation and instruction
- Ability, on a consistent basis, to function in a fast-paced environment, under substantial pressure
- Ability, on a consistent basis, to work within the appropriate level of independence
- Ability, on a consistent basis, to report regularly to work and maintain established business hours in order to support the FedEx Office business; regular attendance and/or reporting could include regular attendance at a physical location and/or maintaining established business hours depending on the scope and nature of the position
Quality Driven Management (QDM)
- (Quality Driven Management strives to deliver market-leading customer experience, business excellence, and financial return through a Quality-oriented culture and day-to-day application of Quality science.)
- Suggests areas for improvement in internal processes along with possible solutions
- Works with management to reduce company costs/wastes, and to optimize profitability in areas of responsibility
- Applies Quality concepts presented at training during daily activities
- Supports FedEx Office Quality initiatives
EEO Statement
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
All offers of employment made by FedEx Office are contingent upon the successful completion of a background investigation and a pre-employment drug screen (which must be completed within 2 business days of any conditional offer of employment). The existence of a criminal record is not an automatic or absolute bar to employment and a candidate’s criminal record will be considered individually based on factors such as the relationship between the job sought and the criminal offense, the timing of the offense, the nature of the offense, and any other relevant information. FedEx Office will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the San Francisco Fair Chance Ordinance and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.
America’s Military Veterans and individuals with disabilities are strongly encouraged to apply. If you have a disability and you need assistance in order to apply for a position with FedEx Office, please email us at HR.Recruiting@FedEx.com.
T-Mobile maintains a drug-free workplace.