Dispatchers work in shipping or emergency service industries providing guidance and important information to callers. They often act as the first point of contact for any emergency or non-emergency calls and are responsible for directing the caller to a different department or uncovering the information that best assists the caller and solves their problems. Dispatchers usually manage a multi-line control system and must know how to quickly use it in a high-pressure or emergency situation. They use a wide variety of communication systems to answer and respond to customer questions, including phones, computers and radios. Dispatchers are typically in charge of supervising the drivers’ routes and the field units’ status to ensure the drivers’ schedule is efficient and productive.
O que um Dispatcher faz?
Dispatcher, answers and responds to any emergency or non-emergency calls to provide assistance or important information. Their main duties include logging each call, providing answers to questions by retrieving information from the necessary departments and supervising the field units’ routes to prioritize and organize their schedules.
Responsabilidades
Um Dispatcher deve ser capaz de cumprir vários deveres e responsabilidades. A seguir estão alguns deveres e responsabilidades que um Dispatcher deve ser capaz de executar:
Scheduling and dispatching drivers, work crews, vehicles or equipment to appropriate locations according to predetermined schedules, customer requests or immediate needs
Relaying information such as work orders or other messages to and from work crews, field inspectors, supervisors or emergency personnel
Using telephones, two-way radios or text messages to contact employees or emergency personnel
Speaking with supervisors or customers to resolve problems, requests for services or equipment
Preparing daily work such as schedules
Keeping and organizing work requests, customer requests, completed work requests, charges for work performed, expenses for services performed, inventory records and other information
Habilidades necessárias
Um Dispatcher competitivo terá certas habilidades e qualificações, incluindo:
Excellent communication skills to collaborate with others under any type of condition
Excellent clerical and organizational skills to keep track of schedules, routes and personnel
Knowledge of computers for scheduling and other dispatching duties
Ability to multitask with different, and sometimes conflicting, events happening at the same time
Ability to work under stress and remain calm and to calm other people during rapidly changing circumstances
Ability to relay information in a fast-paced environment
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