Description:
Relay information to fleet drivers, brokers, and contractors by telephone, radio, or digital dispatch.
- Dispatches rescues with a focus on Member safety and Member service.
- Monitor fleet and contractor operations during the shift to ensure that club policies and procedures are maintained.
- Responds to incoming road service requests and/or general club information calls.
- Monitors current ETAs and resources, adjusting as needed.
- Determines exact service requirements and inputs data into Emergency Road Service Programs for use by dispatchers and refers rural calls to contractors.
- As required, contacts Members in the service queue to update them on the arrival of a service vehicle.
- Answers questions and offers support to on-shift Operators as needed.
- Investigates issues in real-time calls, asks questions to staff to understand the situation, and resolve the issue.
- Ensures calls are noted in real-time as required
- Ensures the smooth transition to Xperigo at 11pm, and ensures all calls are cleared from the CAA North and East Ontario queue before logging off.
- Makes exceptions for service, and documents them appropriately, with a focus on Member safety.
- Works with Members to resolve issues and complaints where possible in real-time.
- Shift work as per collective agreement.
- Documents any performance issues, Member issues, technical problems, or any other relevant information to the Automotive Services Management Team to address the next day.
The purpose of the Lead Hand position is to support the Automotive Services department and the Members of CAA North & East Ontario through the provision of dispatch, support of on-shift Operators, and as a problem solver for active calls.
The Lead Hand does not:
- Coach or discipline staff. The Lead Hand may ask questions relevant to an active call and make a quick correction so the error is not repeated. Any issues or problems beyond that will be documented to the Supervisor Team to address appropriately.
- Listen to recorded conversations.
- Approve time off. Lead Hands will document incidents pertaining to attendance to the Automotive Management team to address.
- Perform any Supervisory duties other than the responsibilities listed above.