Job Description
Role Purpose
The Dispatcher is the central coordination point for couriers' ground movements at the DHK facility. This role ensures pickup completion and service excellence by leveraging real-time route optimization, manual system corrections, and proactive monitoring within the unique service area.
- Routing & System Optimization
- Assign or reassign pickup calls to the appropriate on-field routes to optimize operational efficiency.
- Identify, manually correct, and allocate any pending pickup calls daily that result from address or postal code mismatches.
- Continuously monitor and adjust courier route loads in real time to ensure successful pickups.
- Multi-Facility & Specialized Coordination
- Provide dispatch support for DPZ and NRJ facilities from DHK as needed.
- Manage end-to-end coordination and follow-ups with customers and vendors for third-party (3P) and heavy-weight shipment pickups.
- Verify critical shipment data (weight, commodity, ready time, and location) with the IMP Desk to ensure booking accuracy.
Workforce Management
- Directly oversee a team of Pick-Up (PU) agents, managing daily attendance, leave, and OT (overtime) planning and scheduling.
- Balance operational peaks by ensuring contingency coverage during planned and unplanned leave to maintain work-life balance, especially on weekends, government holidays, and peak surge periods (e.g., pre-Eid).
Real-Time Problem Solving & Monitoring
- Conduct rigorous monitoring of high-distance routes (e.g., Gazipur) after 8:00 p.m. to ensure on-time pickups and duty-hour compliance.
- Resolve out-of-service area pickup calls, urgent requests, duplicate bookings, and pickup rescheduling immediately.
- Proactively manage customer (internal and external) expectations through SMS or calls regarding delays or service issues.
- Requirements & Qualifications
· Education: Bachelor’s or equivalent degree in Business, Supply Chain, Logistics, or any field.
· Experience: 5+ years of experience in logistics, fleet management, or dispatching (courier industry experience is a major plus).
· Computer Literacy: The incumbent should possess the computer literacy skills required to perform day-to-day work independently.
· Knowledge: In-depth knowledge of Dhaka’s geography and traffic patterns is preferred.
· Soft Skills:
a. Strong problem-solving abilities in high-pressure situations.
b. Excellent communication skills in Bangla and English.
c. Strong attention to detail in documentation and compliance.
d. Ability to develop and train team members for contingency planning.