Job Description

About Houston-Galveston Area Council 

The Houston-Galveston Area Council is one of the largest regional planning commissions in the country with a diverse service area of 13 counties and more than 7 million people. We are the pulse of our region addressing issues that cross city limits and county lines every single day.  

We make decisions that affect our transportation system, ensure the safety and well-being of our seniors, connect people to jobs, help families recover from natural disasters, preserve water quality for our children, and so much more. We work to make the region a great place to live, work, and thrive.

What will I be doing? 

This role will serve as the Dispatch Supervisor. This is a key role supporting the Houston-Galveston Area Council’s (H-GAC) Tow and Go program. This position ensures the safe, efficient, and compliant daily operation of dispatch services that help reduce roadway congestion and enhance incident clearance across the region.

Specific duties will include:

oOversee the day-to-day operations of dispatchers to ensure timely and accurate incident response.

oDevelop schedules and monitor attendance, schedule adrerence, and leave usage for dispatching personnel.

oProvide emergency coverage during staffing shortage or high-volume events.

oIncident review to ensure invoice accuracy and program compliance.

oPrimary contact for concerns relating to dispatcher operations and provide resolutions for complaints.

oEnsure high level of customer service to motorists, wreckers, and program partners.

oDevelop and manage dispatcher schedules to ensure coverage across all shifts.

oProvide training, coaching, and mentoring for all dispatchers.

oEnsure dispatchers are operating in compliance with policy and guidelines.

oConduct employee performance reviews.

oEnsure dispatchers adhere to the program Standard Operating Procedures (SOP).

oUpdate the dispatcher’s Standard Operating Procedures (SOP) and training materials as needed.

oIdentify opportunities to improve dispatch workflows, operational efficiency, and customer experience.

oTrack and communicate operational performance through recurring reports.

oServe as a liaison between dispatch operations and internal/external stakeholders.

oThis is an in-person position; you must be able to work from Houston TranStar.

Key Qualifications 

üExperience with working in dispatching or a call center setting is preferred

üExperience in a supervisory role, providing guidance and additional support, is preferred

üExperience working in a fast-paced environment

üMust have strong customer service skills with the ability to remain calm under pressure

üStrong problem-solving abilities and quick decision-making skills.

üEffective communication skills, both verbal and written.

Do you have… 

üBachelor's degree in an applicable academic discipline or related field of study, or 3-5 years of experience in lieu of education

ü4 years of experience with local government, nonprofit programs, schools, or in job-related duties