Call Centre Dispatch Operator

Whyalla Norrie SA 5608

Des's Cabs is seeking a motivated, reliable and detail-oriented Call Centre & Dispatch Operator to join our team as a Casual Hire with opportunities to transition to Permanent Part Time.

• Opportunity to join a successful family-owned business
• Work with a passionate and forward-thinking team
• Benefit from full training and support

This is more than a traditional call centre position. Working within a 24/7 operation, you will play an important role in managing customer bookings and dispatch operations across 10 taxi fleets, while also taking on leadership and operational responsibilities.

This is an excellent opportunity for someone who enjoys working in a fast-paced environment, can make sound decisions independently and wants to develop their leadership and operational skills within a supportive team. 

Reporting directly to the Call Centre Manager, you will be responsible for supporting the smooth and efficient operation of our 24/7 Call Centre.

Your responsibilities will include:

• Taking and managing customer bookings and enquiries accurately in a professional and efficient manner.
• Monitoring the operation to ensure bookings are allocated and managed effectively.
• Communicating with drivers, customers and internal staff to resolve operational issues.
• Making independent decisions to maintain service levels and minimise disruptions.
• Supporting and demonstrating effective working practices within the call centre.
• Following company policies & procedures.
• Managing customer concerns and escalations professionally.
• Contributing to a safe, positive and professional workplace.
• Working across a 24/7 roster, including evenings, weekends, public holidays and midnight to 6:00 am overnight shifts.

The successful applicant will be expected to take ownership of the operation during their shift, particularly when working independently. This includes monitoring workloads, identifying issues, communicating with drivers and staff, making appropriate operational decisions and escalating matters when required.

To be successful in this role, you will require:

• Excellent communication and interpersonal skills.
• Strong attention to detail and accuracy.
• The ability to remain calm and professional under pressure.
• The ability to prioritise and manage multiple tasks simultaneously.
• Good computer skills and accurate data-entry ability.
• Leadership skills and the confidence to take responsibility for operational outcomes.
• A willingness to learn our systems, processes and operations.
• A positive and professional approach to customer service.
• A willingness and ability to work overnight shifts between midnight and 6:00 am as part of a 24/7 roster.

Previous call centre, dispatch, transport, taxi or customer service experience would be highly regarded; however, full training and support will be provided to the right person with right skills.

Important Roster Requirement

This is a 24/7 operation. Applicants must be available to work a rotating roster that includes overnight shifts, with shifts operating between midnight and 6:00 am, as well as weekends and public holidays where required.

If you are friendly, reliable, motivated and confident working in a fast-paced environment, with the ability to lead, problem-solve and maintain a high level of accuracy under pressure, we would like to hear from you.

To apply, please submit your resume along with a brief cover letter outlining your relevant experience and why you believe you would be a good fit for this role.