Dispatch Supervisor

POSITION OVERVIEW We are seeking an experienced, dependable, and customer-focused Dispatch Supervisor to support high-volume taxi and accessible transportation operations. This unionized position provides round-the-clock service to drivers, call centre agents, customers, and transportation partners. The successful candidate will monitor dispatch activity, coordinate service coverage, guide staff and drivers through operational issues, and help ensure safe, timely, and professional service. KEY RESPONSIBILITIES · Monitor the flow of incoming and outgoing information to and from drivers to support safe and efficient operations. · Dispatch and monitor taxi fleets of approximately 100 to 700 drivers using computerized dispatch, GPS tracking, and mapping systems. · Coordinate Para Transpo and accessible transportation service, including covering open runs, monitoring accessible calls, and following applicable rules, guidelines, and escalation procedures. · Proactively review scheduled and time-sensitive trips, identify coverage risks, and arrange service alternatives to help ensure on-time pickups. · Support call centre representatives, dispatchers, executives, customers, and drivers by telephone and internal messaging systems. · Assist with queue management and handle overflow calls from customers and drivers. · Provide guidance during critical situations, conflicts, accidents, and other operational issues. · Process telephone credit card prepayments, charge request emails, and applicable program files accurately and securely. · Complete operational reports, maintain accurate shift records. · Respond to lost-and-found inquiries, coordinate the prompt return of items, and assist customers attending in person. · Respond to online customer reviews and address service concerns professionally. · Handle driver union inquiries according to established procedures and maintain working knowledge of applicable collective agreements. · Implement and enforce company policies, procedures, and workplace rules. QUALIFICATIONS & SKILLS · Previous experience in taxi dispatch, transportation, call centre operations, logistics, or a related supervisory role is preferred. · Strong knowledge of computerized dispatch systems, GPS tracking, mapping tools, telephone systems, and workplace messaging platforms. · Demonstrated ability to coordinate a large fleet and prioritize a high volume of calls, trips, and competing operational needs. · Strong verbal and written communication, customer service, conflict-resolution, and decision-making skills. · Proactive problem-solving ability with a focus on driver safety, customer satisfaction, and reliable service. · Ability to remain calm, accurate, and respectful during emergencies, service disruptions, and other high-pressure situations. · Knowledge of Para Transpo operations, accessible transportation requirements, and local streets and landmarks is an asset. · Ability to understand and apply multiple collective agreements, company policies, privacy requirements, and safety procedures. · Strong administrative, reporting, payment-processing, and record-keeping skills. · Reliable attendance and availability for all scheduled shifts. Schedule and Working Conditions · Operations run 24 hours a day, seven days a week, 365 days a year. Availability for days, evenings, overnight shifts, weekends, and statutory holidays is required based on scheduling needs. · The role involves extended periods at a workstation and frequent telephone, messaging, dispatch-system, GPS, and computer use in a fast paced environment. WHAT WE OFFER · Competitive starting wage at $23.18 / hour · Comprehensive health and dental benefits after the probationary period of 3 months · Health spending account. · Pension plan and life insurance. &middo…

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