Dispatch Operations Lead
Location: Remote after mandatory training in Sarajevo
Position Type: Full Time
Schedule: Monday through Friday, 3:00 PM to 11:00 PM Bosnia/Sarajevo time
Fargo Operations Coverage: 8:00 AM to 5:00 PM US Time
Compensation: Competitive, based on experience and qualifications
WORK ARRANGEMENT AND MANDATORY TRAINING
This is a remote position. However, the selected candidate must attend in person training and onboarding at our partner office hub in Sarajevo for a minimum of two weeks.
The candidate must be available to attend the entire training period in person. After successfully completing training and onboarding, the employee will transition to remote work.
The selected candidate must have a reliable internet connection, a quiet and professional workspace and the ability to work independently without direct supervision.
ABOUT rideDoyle's
rideDoyle’s has been a trusted transportation provider in the Fargo and Moorhead community for more than 100 years. We provide reliable taxi, medical, airport, corporate, school and specialized transportation services while operating a fast paced, technology driven dispatch center.
We are looking for a highly capable individual who can manage the complete operational process, from answering the initial customer call and accurately entering a booking to dispatching the vehicle, assisting the driver and monitoring the trip through completion.
This is not a traditional call center position. The successful candidate must be able to perform Call Taker, Dispatcher and Shift Leadership responsibilities while maintaining excellent customer service and operational control.
POSITION OBJECTIVE
The Call Taker / Dispatcher & Shift Operations Lead is responsible for maintaining the efficient flow of transportation services throughout the assigned shift.
The person in this role must be able to answer incoming calls, enter accurate ride requests, dispatch vehicles, monitor active trips, support drivers, resolve customer issues and assist with the overall performance of the operations team.
This position requires strong judgment, exceptional multitasking ability, fairness, accountability and the confidence to make operational decisions under pressure.
CALL TAKING RESPONSIBILITIES
• Answer incoming customer calls promptly, professionally and courteously
• Accurately record pickup and destination addresses, payment methods, passenger information and special instructions
• Confirm essential trip details before completing each booking
• Enter immediate, scheduled, recurring and account transportation requests
• Monitor and process online and automated booking requests
• Provide customers with accurate information regarding service availability, estimated arrival times and company procedures
• Handle customer questions, concerns, complaints and service issues professionally
• Recognize urgent, sensitive or unusual situations and escalate them appropriately
• Maintain a professional telephone manner during high call volume and stressful situations
DISPATCH RESPONSIBILITIES
• Assign trips according to company procedures, operational priorities and vehicle availability
• Monitor active trips, driver locations, estimated arrival times and service progress
• Ensure that transportation requests are dispatched and completed as efficiently as possible
• Communicate clearly with drivers regarding assignments, customer instructions and operational changes
• Process driver messages and requests promptly
• Assist drivers with customer, vehicle, payment, account and dispatch related problems
• Monitor online orders and ensure that no booking is overlooked
• Coordinate immediate, scheduled, medical, corporate, school, airport and specialized transportation
• Manage special service requirements, including passenger assistance, luggage, building entrances and payment instructions
• Check drivers in and confirm their availability for work
• Enter and process vouchers and account transportation information
• Maintain accurate records within the dispatch system
SHIFT OPERATIONS AND LEADERSHIP RESPONSIBILITIES
• Maintain operational control throughout the assigned shift
• Monitor call volume, booking demand, available vehicles and service capacity
• Support Call Takers and Dispatchers with difficult situations and operational decisions
• Monitor employee performance, productivity, attendance and adherence to procedures
• Ensure that calls, messages, online bookings and active trips are handled without unnecessary delays
• Assist with training and coaching Call Takers and Dispatchers
• Provide clear feedback and practical guidance to team members
• Monitor breaks and ensure sufficient operational coverage
• Identify staffing or vehicle shortages and communicate them to management
• Help coordinate additional drivers when transportation demand increases
• Prepare reports concerning trip volume, service performance, driver attendance and operational issues
• Follow up on complaints, incidents, accidents and service failures
• Enforce company rules, dispatch procedures and quality standards consistently and impartially
• Participate in meetings with the Dispatch Operations & Quality Manager
• Take ownership of the shift and ensure that unresolved issues are properly documented and communicated
REQUIRED QUALIFICATIONS
• Excellent spoken and written English
• Minimum of two years of experience in call center operations, customer service, dispatching or a closely related position
• Previous experience handling both customer calls and dispatch operations
• Strong computer skills and the ability to use several systems simultaneously
• Excellent organizational and multitasking abilities
• Strong attention to detail and commitment to accurate data entry
• Ability to remain calm, focused and professional during high pressure situations
• Strong decision making and problem solving skills
• Professional telephone etiquette and clear communication skills
• Ability to give clear instructions and communicate effectively with customers, drivers, coworkers and management
• Ability to work independently and take responsibility for operational decisions
• High level of honesty, fairness, consistency and accountability
• Reliable attendance and punctuality
• Ability to accept feedback and apply corrective guidance
• Ability to attend a minimum of two weeks of mandatory in person training and onboarding in Sarajevo
• Reliable internet connection and a quiet professional workspace for remote work
• High school diploma or equivalent required
• College or university education is considered an advantage
PREFERRED EXPERIENCE
• Taxi or passenger transportation dispatching
• Non emergency medical transportation
• Call center or customer support operations
• Supervising or training employees
• Managing drivers or transportation service providers
• Working with dispatch software, online booking platforms or customer communication systems
• Preparing performance, staffing or operational reports
WHAT WE OFFER
• Competitive compensation based on experience, operational knowledge and leadership ability
• Remote work after successful completion of training and onboarding
• Professional training and continued operational development
• Exposure to call center, dispatch, transportation and quality management operations
• Increasing levels of responsibility based on demonstrated performance
• A work environment where reliability, initiative and leadership are recognized
• Continuous opportunities for advancement into Dispatch Supervision, Quality Assurance, Training, Operations Management and other leadership positions
At rideDoyle’s, advancement is not limited to a single position. Employees who demonstrate reliability, ownership, strong performance and leadership potential will always have opportunities to grow within the company.
HOW TO APPLY
Please email your CV in English to [email protected] with the subject line “Dispatch Operations Lead Application.”
Include any relevant experience in customer service, call center operations, dispatching, transportation, employee supervision or team leadership.
Candidates should be prepared to discuss how they make decisions under pressure, manage several responsibilities simultaneously and maintain service quality during demanding operational periods.