Dispatchers at the full performance level utilize customized dispatch system and Microsoft Office tools to coordinate daily operations of TSC drivers in support of TSC's mission requirements. All personnel shall also have a valid Commercial Driver License, Class B with airbrakes, with an acceptable driving record. Contractor personnel will be required to use the Sponsor's Customized Dispatch System.

Duties/Tasks and Responsibilities

• Allocates work and opening and closing tickets.
  • Prepares schedules to include date, time, type of delivery and destination.
  • Modifies schedules as new requests for services are received.
  • Ensures balanced distribution of workload among drivers, maintaining and updating the duty list of TSC personnel on call and monitoring hours worked.
  • Coordinates the daily operations of the drivers and serves as back up when needed to meet deadlines.
  • Receives and validates requirements for driver services from various sources and incorporates the requirements into existing workloads.
  • Communicates with drivers regarding status of requirements.
  • Receives requests for drivers via phone calls, electronic mail, or in-person requests.
  • Communicates with drivers regarding status of work and any changes to routes.
  • Using the Sponsor's electronic system, performs dispatch duties on a daily basis to cover staff shortages and re-direct drivers as necessary.
• Ensures the provision of quality customer service and assists in the resolution of customer problems and issues depending on area of assignment.
  • Anticipates customer needs and defines into customer requirements.
  • Maintains contact with customer regarding status of problem and estimated time of resolution.
  • Keeps COTR and Government Task Manager (GTM) informed of issues and escalates problems to management as appropriate.
  • Fosters an environment that promotes effective customer service.
  • Solicits customer feedback to ensure customer satisfaction.

• Performs other TSC-specific duties as needed.

Knowledge, Skills and Abilities

• Ability to become familiar with Sponsor regulations, policies, and unique Sponsor authorities.
• Ability to exercise tact, diplomacy, maturity and sound judgment.
• Ability to exercise good judgment while making decisions on the routes to be utilized and follow correct delivery procedures for each authorized location and addressee.
• Extensive knowledge of security protocol and cover.
• Extensive knowledge of the WMA, specifically within the District of Columbia (DC), and surrounding buildings and routes.
• Well-developed customer service skills, demonstrated by anticipating and responding to customers' needs in a manner that generates customer satisfaction.
• Excellent driving skills and a good driving record.
• Detailed oriented.
• Ability to perform basic vehicle safety checks.
• Good interpersonal and oral communications skills, demonstrated by developing working relationships and networks with other contractor personnel and Sponsor staff.
• Demonstrated proficiency with Microsoft Office, especially Excel.
• Ability to effectively handle multiple priorities simultaneously.
• Analytical ability to identify problems and issues and to provide resolution.
• Ability to work in a team environment.
• Ability to work independently and comfortable at making transactional decisions within Government provided-parameters on behalf of the TSC Dispatch team.

Work Environment

Sitting at a workstation, interspersed by brief periods of standing, walking, bending, and carrying papers and books, and extensive periods requiring the use of computer terminals to accomplish work objectives. Work includes light physical requirements such as lifting (up to 20lbs) and the operation of motor vehicles, usually while pre-staging for upcoming driver assignments.

Minimum Qualifications

Qualifications:

• Possess a valid driver's license.
• Possess a clean driving record

Clean Driving Record Definition: TSC drivers, both staff and contractors, must meet the following criteria, at a minimum, before operating Sponsor controlled vehicles:

• Negative point accumulation is not to exceed minus four (-4) points.
• Zero (0) driving suspensions or revocations.
• Zero (0) incidents of serious motor vehicle violation, including, but not limited, to driving under the influence of alcohol or drugs; reckless driving; leaving the scene of an accident, or a series of convictions that reflect a pattern of unsafe behavior.
• Has not been assigned to any alcohol safety action program or driver alcohol rehabilitation program.
• Has not been assigned to any driver improvement programs.