Velocity is seeking to hire an experienced Dispatch Team Lead to work with our Shift Supervisors to help guide the work of the dispatch center team members. This position will monitor, organize and coach the team on a day-to-day basis. This position will also be responsible for handling escalated calls, complaints, and queries. Understanding of all the organization’s products, services, procedures and guidelines and communicate same to all team members is needed.

The current opening will be on second shift and will work Sunday - Thursday from 2pm-10:30pm EST.

Must be able to train during the day onsite M-F from 9am-5:30pm.

Primary Duties and Responsibilities:

Lead dispatch employees, and others assigned to your charge.
Work with Dispatch Supervisor, Manager and other Team Leads to assign daily work to Dispatchers to meet dispatch goals and other objectives
Work with Dispatch Supervisor, Manager and other Team Leads to plan group assignments for projects or training
Evaluate performance and present evaluations to Supervisor and Dispatcher
Actively monitor and control workflow to ensure project goals are met
Ensure all dispatch jobs that are fulfilled, meet all requirements and standards of quality established by Velocity
Monitor Jobs in queue
Thoroughly communicate and document all details regarding job status.
All Other duties as assigned.

This role may be a good fit for you if you have the following:

High School diploma, Associates degree preferred
One year of dispatch, call center or customer support experience
Previous experience in Leadership role is preferred
Excellent communication and documentation skills.
Strong Data analysis and negotiation skills
Proficient user of MS Office
Excellent telephone etiquette
Strong problem-solving ability

Why you’ll love working at Velocity

We are an energetic bunch — eager to succeed and have lots of company pride. We promote a collaborative work environment that prioritizes strengthening relationships with our customers and team members to achieve our goals.

As a growing technology solutions and services company, every team member at Velocity has the opportunity to make an impact as we challenge ourselves to provide the best technology and customer experiences in the business. We’re excited about what we do, why we do it, and who we do it for.

Diversity and Inclusion

Velocity is committed to diversity and inclusion and is dedicated to fostering a work environment where all team members are comfortable bringing their authentic selves to work and have equal opportunities to thrive. Our team members work collaboratively and draw inspiration from various perspectives and experiences that make each of us unique. This strengthens our connections with our team members, customers, and communities.

Our Values – Collaborative and Strong at the Core

Customer-obsessed
One team
Do the right thing
Let’s go!

Our Benefits

Medical, Dental, Vision
PTO & Paid Holidays
Paid Sick Time
401K – with Employer Match
Company provided Life Insurance, Short/Long-Term Disability
Supplemental Benefits Available

About Velocity MSC

Velocity started in 2005. Velocity's customer-obsessed approach, combined with its customized voice and data network solutions, and support services, enhances how multi-location enterprises communicate and do business. That’s why Velocity serves thousands of Fortune 500 companies across various industries. With over 500 employees, 13 redundant data centers, 450 carrier agreements, and 5,500 certified technicians throughout the U.S.— Velocity is an unstoppable force. To learn more, please visit https://velocitymsc.com/careers/.

Velocity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Velocity is an active participant with E-Verify.

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