The Supervisor, Dispatch Operations is responsible for overseeing daily dispatch activities to ensure efficient execution of pickup and delivery operations. They provide frontline leadership for dispatchers and act as a key resource for drivers, customers, and internal stakeholders. They support service, safety, and productivity objectives by monitoring operational performance, resolving issues, and ensuring adherence to established processes and procedures. They work closely with operations leadership to drive continuous improvement, maintain compliance, and deliver a high-quality customer experience.
Responsibilities
· Supervise daily dispatch operations to support on-time pickup and delivery performance.
· Provide day-to-day guidance and support to dispatchers and drivers.
· Monitor route execution, shipment status, and service levels to address operational issues.
· Ensure compliance with company policies, DOT regulations, and safety requirements.
· Resolve routine customer and driver concerns and escalate more complex issues as appropriate.
· Assist with staffing schedules, workload balancing, and coverage planning.
· Support training, coaching, and development of dispatch personnel.
· Utilize transportation management systems (TMS), GPS tracking, and reporting tools to monitor operations.
· Partner with operations leadership to identify service and productivity improvement opportunities.
· Maintain accurate dispatch records and operational documentation.
· All other duties as assigned to meet evolving business needs.
Qualifications
· Education: High School Diploma or GED equivalent required
· Experience: 2+ years of transportation, dispatch, logistics, or related operational experience; Working knowledge of LTL, final-mile, cartage, or freight operations.
· Previous lead, coordinator, or supervisory experience preferred.
· Strong communication, problem-solving, and organizational skills.
· Ability to work effectively in a fast-paced, deadline-driven environment.
· Experience with transportation management systems and Microsoft Office applications.
· Knowledge of DOT regulations, hours-of-service requirements, and safety standards.
· Experience monitoring KPIs such as on-time service, productivity, and route efficiency.
· Ability to build positive relationships with customers, drivers, and internal teams.
· Experience supporting route planning and workforce scheduling activities.
· Demonstrated discretion and confidentiality in handling and protecting sensitive information.
· Technical: Proficient with common office technologies, including Windows PCs, Microsoft O365 (Outlook, Word, Excel, PowerPoint, etc.) and web conferencing (Teams, Zoom, Webex, etc.)
· Environment: Comfort commuting to/from and working in a 100% on-site setting (listed in this posting), with travel for related meetings/events.
Success Metrics
· On-time pickup and delivery performance.
· Dispatch productivity and service efficiency.
· Driver and dispatcher engagement and retention.
· Customer satisfaction and service quality.
· Safety and compliance performance.
· Effective issue resolution and operational support.
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Since 1990, Forward Air has been a leading provider of ground transportation and related logistics services to the North American air freight and expedited LTL market. We offer surface shipping on an accelerated “time-definite” basis, delivering cargo at a specific time, but under less time-sensitive situations – supplying you with a cost effective, reliable alternative to air transportation. We work with companies of all sizes to develop tangible advantages and build the best products to meet your specific needs. Forward Air presents to the wholesale transportation community (logistics companies, freight forwarders, integrated air cargo carriers, passenger/ cargo airlines, and non-traditional shippers), a single-source provider that can deliver more supply chain services and a superior menu of choices. Throughout the years we have added supplementary lines to our linehaul service, such as full truckload operations (Truckload Services), final-mile coverage (Complete® Cartage), and an Airline Logistics program, and we will continue to expand our services to meet the changing needs and growth of our customer base.
Forward Air is structured to optimize both savings and service to our customers. Direct partnerships with owner-operators and other surface transportation providers, enable us to remain cost-competitive. The Forward Air network is designed with over 90 facilities located at or near major U.S. and Canadian airports, 12 regional sort centers and over 300 beyond points (secondary airports provided through our Complete Cartage service), creating one of the most comprehensive linehaul networks in the industry.
The foundation product for Forward Air is our expedited linehaul service, offering consistent and reliable transit and on-time, damage-free deliveries. By locating terminals on or near airports and maintaining a scheduled transportation network, we are able to arrange for convenient and consistent service with broad geographic coverage. Shipments of varying sizes (TL/LTL) are received at our terminals and transported by contracted service providers either (1) on a direct truck to the destination terminal, (2) through our Columbus, Ohio central sorting hub, or (3) through one of our 12 regional hubs, where they are unloaded, sorted, and reloaded in rapid fashion. After reloading the shipments, our contracted service providers deliver them to the destination city for early morning recovery. Through our Forward Air Complete® cartage service, customers also can have shipments picked up from the shipper, delivered to the final consignee, or transferred at the airport, simplifying the freight management processes. These options allow us to maximize handling efficiency of each shipment while minimizing freight loss and damage, improving transit times over traditional ground transportation.