MV Transportation

Fairfax, VA • Posted 2 weeks ago

Onsite Full Time Customer Service

Overview:

If you reside in California, please see our California Applicant Privacy Policy for more information about our data handling practices and your data rights.

Responsibilities:

MV Transportation is seeking a Dispatch Manager who will provide direction to and maintain two-way communications with all dispatchers while monitoring system performance and making adjustments where necessary to maximize on-time performance, minimize customer wait times for on-call or will-call services, minimize service disruptions as a result of vehicle or operator availability or emergency situations.

 Job Responsibilities:

The company vision, values and culture are understood, communicated and positively promoted.
Set positive example for dispatch agents by providing consistent support and positive leadership.
Responsible for positive employee morale and quality customer service.
Proactively assess staffing needs as determined by service hours and peak call periods.
Define and publish staff schedules based on service demand and in accordance with collective agreements.
Recruit, interview and select employees in compliance with MVT hiring practices and minimum standards of qualification.
Recommend personnel for promotion, demotion or reclassification.
Ensure prompt investigation and resolution of complaints and incidents as relates to direct reports and in compliance with company policy and collective agreement.
Impose discipline according to company policy and in compliance with collective agreements including suspension or termination of employment.
Participate in and advise senior management regarding labor relations strategies and relationships.
Respect and maintain the confidentiality of all employee records, business records, client and customer information, data and other information not otherwise available to the public. 
Ensures all safety regulations are being observed and all training methods are adequate and effective.
Ensure dispatch protocols follow both client and company policies and procedures.
Organize and coordinate dispatch agent training programs for new hires and refresher customer service training programs for department personnel.
Prepares, verifies, and authorizes employee schedules and work records for payroll purposes.
Assigns work duties to qualified employees to ensure adequate coverage of all shifts.
Monitor dispatch performance as it relates to driver incidents, equipment failure, vehicle breakdowns, and other potential service disruptions.
Monitor dispatch agents to ensure timely communication of passenger cancellations or changes as required.
Provides dispatch coverage during peak service times and during employee shortages
Ensure dispatchers assign will-call and same day trips to available and appropriate. vehicles in order to ensure on-time performance, minimize wait and ride times and to maintain system productivity.
Ensure dispatchers document accurately and appropriately daily events related to service.
Manage vehicle pull-outs according to schedule and/or customer expectations.
Maximize wage to revenue percentages and minimize non-revenue and overtime wages.
Define and publish driver schedules based on service demand and in accordance with collective agreements.
Maintain a safe work area and a focus on safety to reduce the opportunity for injury to self or other employees.
Maintain accurate records and appropriate filing systems.

Qualifications:

 Talent Requirements:

Three (3) years supervisory or management experience in the transportation industry.  Supervisory experience of a work group in a different industry may be substituted at the company’s sole discretion.
Substantial experience in the operation phases of a transit organization.
Excellent customer service skills.
Must have a strong working knowledge of Trapeze and the skills to resolve situational challenges.
Must work effectively with fellow employees and have strong leadership characteristics. 
Must have good time management skills and ability to manage multiple tasks concurrently. 
Requires flexible hours, including long days and weekends. 
Must have the ability to recruit and develop staff to deliver reliable service product.
Knowledge of service area and system parameters.
Proficient in Microsoft Office software.
Demonstrated ability to manage with a “Safety First” attitude.
Paratransit experience preferred.

Knowledge, Skills, and Abilities:

Knowledge of windows-based computer operating systems and functional knowledge of word processing, spreadsheet and presentation software.
Strong organizational skills, filing and file maintenance.
Ability to read, write and speak English.
Ability to communicate effectively at all levels. 
Able to use multi-line phone system.
Ability to handle multiple tasks accurately and effectively.
Ability to work independently and objectively.
Strong organizational and analytical skills.
Ability to effectively delegate tasks and provide appropriate supervision and follow up to department staff.
Provide excellent customer service and present a professional demeanor and appearance.
Maintain attendance within policy.

MV Transportation is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, physical or mental disability, veteran or military status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances.  The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants. 

Where permissible under applicable state and local law, applicants may be subject to a pre-employment drug test and background check after receiving a conditional offer of employment.

#appcast

Additional Information

City: Fairfax
State: VA
Zip: 22035
Country: United States
Job Type: Full Time
Posted At: 2026-06-01
Job Reference: 18604_11634
Mobile Friendly Apply: No
Category: Customer Service
Html Jobs: Yes
Url: https://click.appcast.io/t/nuEJiT98xhfajrpEnosYsehvJXqwvgZOGB4P5Te7L7CSJcirIRQ8eBnm6iCmYlCR
Body: Overview: If you reside in California, please see our <a href="https://careers.mvtransit.com/us/en/california-privacy-policy" target="_blank" rel="noopener">California Applicant Privacy Policy</a> for more information about our data handling practices and your data rights. Responsibilities: MV Transportation is seeking a Dispatch Manager who will provide direction to and maintain two-way communications with all dispatchers while monitoring system performance and making adjustments where necessary to maximize on-time performance, minimize customer wait times for on-call or will-call services, minimize service disruptions as a result of vehicle or operator availability or emergency situations.<span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}">  Job Responsibilities:<span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> <ul><li>The company vision, values and culture are understood, communicated and positively promoted.<span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Set positive example for dispatch agents by providing consistent support and positive leadership.<span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Responsible for positive employee morale and quality customer service.<span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Proactively assess staffing needs as determined by service hours and peak call periods.<span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Define and publish staff schedules based on service demand and in accordance with collective agreements.<span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Recruit, interview and select employees in compliance with MVT hiring practices and minimum standards of qualification.<span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Recommend personnel for promotion, demotion or reclassification.<span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Ensure prompt investigation and resolution of complaints and incidents as relates to direct reports and in compliance with company policy and collective agreement.<span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Impose discipline according to company policy and in compliance with collective agreements including suspension or termination of employment.<span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Participate in and advise senior management regarding labor relations strategies and relationships.<span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Respect and maintain the confidentiality of all employee records, business records, client and customer information, data and other information not otherwise available to the public. <span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Ensures all safety regulations are being observed and all training methods are adequate and effective.<span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Ensure dispatch protocols follow both client and company policies and procedures.<span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Organize and coordinate dispatch agent training programs for new hires and refresher customer service training programs for department personnel.<span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Prepares, verifies, and authorizes employee schedules and work records for payroll purposes.<span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Assigns work duties to qualified employees to ensure adequate coverage of all shifts.<span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Monitor dispatch performance as it relates to driver incidents, equipment failure, vehicle breakdowns, and other potential service disruptions.<span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Monitor dispatch agents to ensure timely communication of passenger cancellations or changes as required.<span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Provides dispatch coverage during peak service times and during employee shortages<span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Ensure dispatchers assign will-call and same day trips to available and appropriate. vehicles in order to ensure on-time performance, minimize wait and ride times and to maintain system productivity.<span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Ensure dispatchers document accurately and appropriately daily events related to service.<span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Manage vehicle pull-outs according to schedule and/or customer expectations.<span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Maximize wage to revenue percentages and minimize non-revenue and overtime wages.<span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Define and publish driver schedules based on service demand and in accordance with collective agreements.<span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Maintain a safe work area and a focus on safety to reduce the opportunity for injury to self or other employees.<span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Maintain accurate records and appropriate filing systems.<span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li></ul> Qualifications:  Talent Requirements:<span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> <ul><li>Three (3) years supervisory or management experience in the transportation industry.  Supervisory experience of a work group in a different industry may be substituted at the company’s sole discretion.<span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Substantial experience in the operation phases of a transit organization.<span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Excellent customer service skills.<span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Must have a strong working knowledge of Trapeze and the skills to resolve situational challenges.<span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Must work effectively with fellow employees and have strong leadership characteristics. <span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Must have good time management skills and ability to manage multiple tasks concurrently. <span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Requires flexible hours, including long days and weekends. <span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Must have the ability to recruit and develop staff to deliver reliable service product.<span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Knowledge of service area and system parameters.<span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Proficient in Microsoft Office software.<span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Demonstrated ability to manage with a “Safety First” attitude.<span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Paratransit experience preferred. <span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li></ul>Knowledge, Skills, and Abilities:<span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> <ul><li>Knowledge of windows-based computer operating systems and functional knowledge of word processing, spreadsheet and presentation software.<span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Strong organizational skills, filing and file maintenance.<span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Ability to read, write and speak English.<span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Ability to communicate effectively at all levels. <span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Able to use multi-line phone system.<span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Ability to handle multiple tasks accurately and effectively.<span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Ability to work independently and objectively.<span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Strong organizational and analytical skills.<span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Ability to effectively delegate tasks and provide appropriate supervision and follow up to department staff.<span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Provide excellent customer service and present a professional demeanor and appearance.<span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li><li>Maintain attendance within policy.<span style="margin: 0px; padding: 0px; font-size: 11pt; font-family: Arial, Arial_EmbeddedFont, Arial_MSFontService, sans-serif; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </li></ul>MV Transportation is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, physical or mental disability, veteran or military status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances.  The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.  Where permissible under applicable state and local law, applicants may be subject to a pre-employment drug test and background check after receiving a conditional offer of employment. #appcast
Cpa: 7.48
Cpc: 0.37

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