Office Manager - Dispatch Operations Support
Position Summary:
The Office Manager oversees daily administrative activities and reviews dispatch operations to support efficient service, accurate reporting, and timely communication. This role monitors key performance indicators (KPIs), maintains up-to-date correspondence, and provides hands-on support to afternoon operations. The ideal candidate demonstrates strong organizational skills, sound judgment, and the ability to make decisions within established guidelines while keeping leadership informed.
Key Responsibilities:
Dispatch Operations Review:
- Review daily dispatch activity, route progress, and delivery updates to identify delays, service concerns, and operational gaps.
- Verify that dispatch records are accurate, complete, and updated throughout the day.
- Follow up with dispatchers, drivers, carriers, and internal teams to address outstanding issues.
- Identify recurring challenges and recommend practical process improvements.
Reporting and KPI Performance:
- Prepare and complete daily, weekly, and monthly operational reports within established deadlines.
- Track and review KPIs, including on-time performance, route completion, delivery exceptions, and communication response times.
- Verify report accuracy and highlight performance gaps, trends, and items requiring corrective action.
- Communicate findings to leadership and track assigned follow-up actions through completion.
Correspondence and Communication:
- Keep emails, messages, operational logs, and other correspondence current and organized.
- Ensure operational updates, schedule changes, and service concerns are communicated promptly to the appropriate parties.
- Respond to inquiries professionally and follow up on pending requests within established response expectations.
- Maintain clear documentation of decisions, commitments, and unresolved issues to support accountability and effective handoffs.
Afternoon Operations Support:
- Provide administrative and operational support during the afternoon shift.
- Monitor active routes, outstanding deliveries, staffing needs, and unresolved service issues.
- Coordinate with dispatch and leadership to adjust priorities as operational conditions change.
- Ensure open items are resolved or clearly documented and communicated before the end-of-day handoff.
Decision-Making and Issue Resolution:
- Make timely operational decisions within company policies and delegated authority.
- Assess issues, determine appropriate next steps, and coordinate resources to minimize service disruptions.
- Escalate safety concerns, significant customer issues, and decisions outside the role’s authority to the appropriate leader.
- Document actions taken and communicate outcomes to affected teams.
Qualifications:
- Experience in office administration, dispatch, logistics, transportation, or a related operational environment.
- Strong organizational, time-management, and follow-through skills.
- Ability to review operational data, prepare accurate reports, and interpret KPI results.
- Proficiency with Microsoft Office or Google Workspace, particularly spreadsheets and email.
- Clear, professional written and verbal communication.
- Ability to prioritize competing demands, work independently, and exercise sound judgment.
- Availability to support afternoon operations and complete required daily follow-up.
Performance Expectations:
- Operational reports are accurate and submitted on time.
- KPI results are reviewed consistently, with performance concerns documented and communicated.
- Correspondence remains current, and pending items receive timely follow-up.
- Afternoon operations receive reliable support and clear direction within the role’s authority.
- Operational issues are addressed promptly, escalated appropriately, and tracked through resolution.
- End-of-day handoffs clearly identify outstanding items, responsible parties, and next steps.