LTL Central Canada - Dispatch Manager

SUMMARY

The Dispatch Manager provides leadership and oversight of Erb Transport Limited’s dispatch operations, ensuring safe, efficient, reliable, and cost-effective transportation services. This role is responsible for operational performance, staffing, scheduling, service levels, compliance, labour costs, process improvement, and employee development. The Dispatch Manager works closely with senior management and cross-functional teams to ensure dispatch operations align with company objectives and customer requirements.

PRIMARY RESPONSIBILITIES

Operations Management

• Oversee the overall daily operation of the dispatch department.
• Develop and maintain efficient dispatch processes, procedures, and workflows.
• Ensure effective allocation of drivers, equipment, routes, and operational resources.
• Monitor operational performance, service levels, productivity, and efficiency.
• Review and resolve significant scheduling, staffing, customer, and operational issues.
• Establish operational priorities and make decisions that support business objectives.
• Ensure appropriate operational coverage during regular and peak periods.
• Identify opportunities to improve productivity, efficiency, and service delivery.

Leadership & Team Management

• Lead, coach, and develop Dispatch Supervisors and dispatch personnel.
• Establish clear performance expectations and accountability standards.
• Oversee employee scheduling, staffing levels, attendance, and overtime.
• Participate in recruitment, selection, onboarding, and training.
• Conduct or support performance reviews and corrective action processes.
• Address employee relations, performance, and conduct concerns in partnership with Human Resources.
• Develop a culture of teamwork, communication, accountability, and employee engagement.

Safety & Compliance

• Ensure dispatch operations comply with company policies, safety requirements, and applicable legislation.
• Maintain oversight of driver compliance and operational safety requirements.
• Ensure accidents, incidents, complaints, and safety concerns are appropriately investigated and escalated.
• Work with management and other departments to address safety trends and implement corrective actions.
• Ensure required operational documentation and records are maintained.
• Promote and support Erb Transport Limited's overall safety culture.

Customer & Stakeholder Management

• Oversee the resolution of significant customer service and operational concerns.
• Maintain effective relationships with key internal and external stakeholders.
• Ensure effective communication between dispatch, operations, customer service, maintenance, and management.
• Review service issues and implement corrective measures where required.
• Support the development and maintenance of service standards.

Workforce & Resource Management

• Forecast staffing requirements based on business and operational needs.
• Monitor overtime, labour requirements, equipment utilization, and other operational costs.
• Develop staffing and resource plans in collaboration with management.
• Support departmental budgeting and cost-control initiatives.
• Analyze operational data and identify trends affecting staffing, service, or costs.

Performance & Continuous Improvement

• Establish, monitor, and report on departmental KPIs.
• Analyze dispatch data to identify trends and opportunities for improvement.
• Lead process improvement initiatives.
• Evaluate dispatch, fleet, scheduling, and workforce management systems to improve efficiency.
• Review departmental policies and procedures and recommend changes where appropriate.
• Lead initiatives to improve productivity, service reliability, employee performance, and customer satisfaction.

Administrative Responsibilities

• Prepare operational reports and provide updates to senior management.
• Maintain appropriate records related to staffing, scheduling, performance, incidents, and operations.
• Ensure reporting and documentation requirements are completed.
• Participate in management and operational planning meetings.
• Perform other duties as assigned.

REQUIREMENTS/QUALIFICATIONS

• Post-secondary education in Business, Logistics, Transportation, Operations Management, or a related field is an asset.
• 5 plus years of experience in dispatch, transportation, logistics, fleet operations, or a related field.
• Previous management or supervisory experience required.
• Strong knowledge of transportation, dispatch, scheduling, and operational processes.
• Strong leadership, communication, and interpersonal skills.
• Excellent organizational, analytical, and problem-solving abilities.
• Strong decision-making skills and ability to manage competing priorities.
• Experience managing employee performance and workplace concerns.
• Strong computer skills and experience with dispatch, fleet, scheduling, or workforce management systems.
• Knowledge of applicable transportation, safety, and employment legislation is an asset.
• Valid driver's licence may be required depending on operational responsibilities.

WORKING CONDITIONS

• Full-time, salaried position- 45 hours per week
• Flexibility and availability to work outside standard business hours, including evenings, weekends, holidays, to address urgent operational matters as required.
• Combination of office-based work and presence in operational areas.