What does a dispatcher do?
Dispatchers are generally responsible for coordinating with the customers regarding the delivery status of the products and providing precise logistics and the fastest transportation routes to the professional drivers to ensure smooth and timely deliveries. A dispatcher is required to monitor the driver's location, strictly track road situations at all times to provide real-time updates for the customers, and advise the driver for alternative routes. Dispatchers also need to address possible customer complaints and process scheduling accurately to avoid inconsistencies in the delivery time.
Dispatcher responsibilities
Here are examples of responsibilities from real dispatcher resumes:
- Manage accounts payable (A/P) and accounts receivable (A/R) using QuickBooks.
- Manage dot hrs for drivers as far as what tasks can be done in a certain amount of time.
- Manage customer service satisfaction by providing update eta and location of drivers.
- Dispatch police fire and ems.
- Dispatch district security patrol officers to assist district employees, students and residents with emergency situations.
- Earn CDL with passenger endorsement.
- Dispatch other flatbeds for OTR division
- Document each call with cad system.
- Hire and train OTR company drivers.
- DOT log auditing with use of Keller scan.
- Used radio transmitters to pass calls onto officers.
- Demonstrate high standards of performance, including teamwork, communications and compassion.
- Receive emergency calls.Dispatch fire, ems and security department to the emergency.
- Dispatch drivers, provide correct manifest, bol's and set scanners for daily routes.
- Assist with payroll, hr duties and placing orders for supplies & materials as needed.
Dispatcher skills and personality traits
We calculated that 34% of Dispatchers are proficient in Customer Service, Data Entry, and Computer Aided Dispatch. They’re also known for soft skills such as Ability to multitask, Communication skills, and Empathy.
We break down the percentage of Dispatchers that have these skills listed on their resume here:
- Customer Service, 34%
Fielded incoming calls from customers or customer service department, managing requests for pick-up or container delivery and ensuring same-day service.
- Data Entry, 8%
Completed data entry for each technician before completing time efficient customer focused routing schedule.
- Computer Aided Dispatch, 4%
Interacted with customers and emergency dispatchers while entering customer's vehicle description and location into computer aided dispatch system.
- Non-Emergency Calls, 4%
Answered non-emergency calls and provided routine non-technical information upon request and referred all other questions to the proper person or agency.
- Emergency Situations, 3%
Performed customer service including deescalating critical complaints, satisfying customer needs in emergency situations and ensuring timely arrival avoiding missed flights.
- EMS, 3%
Operated EMS Computer-Aided Dispatching console consisting of a computer-based telephone system and radio console.
Common skills that a dispatcher uses to do their job include "customer service," "data entry," and "computer aided dispatch." You can find details on the most important dispatcher responsibilities below.
Ability to multitask. To carry out their duties, the most important skill for a dispatcher to have is ability to multitask. Their role and responsibilities require that "public safety telecommunicators must stay calm in order to simultaneously answer calls, collect vital information, coordinate responders, monitor multiple displays, and use a variety of equipment." Dispatchers often use ability to multitask in their day-to-day job, as shown by this real resume: "perform all console duties of a 9-1-1 dispatcher including call-taking, radio dispatching, computer applications, and emd protocol. "
Communication skills. Many dispatcher duties rely on communication skills. "public safety telecommunicators work with law enforcement, emergency response teams, and civilians," so a dispatcher will need this skill often in their role. This resume example is just one of many ways dispatcher responsibilities rely on communication skills: "completed an emergency telecommunication course and obtained an emergency medical dispatch card (emd). "
Empathy. This is an important skill for dispatchers to perform their duties. For an example of how dispatcher responsibilities depend on this skill, consider that "public safety telecommunicators must be willing to help a range of callers with varying needs." This excerpt from a resume also shows how vital it is to everyday roles and responsibilities of a dispatcher: "enabled efficient routing and provided accurate eta's due to extensive knowledge of service area and understanding of driver capabilities. ".
Listening skills. For certain dispatcher responsibilities to be completed, the job requires competence in "listening skills." The day-to-day duties of a dispatcher rely on this skill, as "public safety telecommunicators must listen carefully to collect relevant details, even though some callers might have trouble speaking because of anxiety or stress." For example, this snippet was taken directly from a resume about how this skill applies to what dispatchers do: "communicated data to drivers using as400 technology. "
Typing skills. Another common skill required for dispatcher responsibilities is "typing skills." This skill comes up in the duties of dispatchers all the time, as "public safety telecommunicators enter the details of calls into computers; typing speed and accuracy are essential when responding to emergencies." An excerpt from a real dispatcher resume shows how this skill is central to what a dispatcher does: "performed clerical duties, such as typing, proofreading, accepting ordered, scheduling appointments, and sorting mail. "
The three companies that hire the most dispatchers are:
- Vallarta Supermarkets74 dispatchers jobs
- National Express69 dispatchers jobs
- MV Transportation63 dispatchers jobs
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Compare different dispatchers
Dispatcher vs. Telecommunication operator
A Telecommunication Operator handles all incoming calls and transfers them when necessary to appropriate quarters. As a Telecommunication operator, you will be tasked with responding to inquiries, answering messages, and passing along communication to the right individuals. In addition to that, you will be tasked with organizing the telephone directory and performing a host of other administrative tasks. You will also have the responsibility of processing packages and incoming mails and delivering outgoing mails and packages to the post office or other shipping facilities.
There are some key differences in the responsibilities of each position. For example, dispatcher responsibilities require skills like "data entry," "payroll," "service calls," and "gps." Meanwhile a typical telecommunication operator has skills in areas such as "patients," "telecommunication," "emergency codes," and "public safety agencies." This difference in skills reveals the differences in what each career does.
Telecommunication operators tend to make the most money working in the government industry, where they earn an average salary of $45,658. In contrast, dispatchers make the biggest average salary, $38,914, in the government industry.On average, telecommunication operators reach similar levels of education than dispatchers. Telecommunication operators are 1.8% more likely to earn a Master's Degree and 0.0% less likely to graduate with a Doctoral Degree.Dispatcher vs. Yardmaster/customer service/crew dispatching
A yardmaster/customer service/crew dispatching officer functions differently depending on their industry or place of employment. Most of their responsibilities revolve around dealing with providing customer support and services, responding to inquiries and correspondence, addressing issues and concerns, providing corrective measures, and producing progress reports. There are also instances when they have to manage schedules, prepare presentations, and maintain accurate records. Furthermore, it is essential to adhere to a company's policies and guidelines, all while maintaining a healthy and productive environment for everyone.
Each career also uses different skills, according to real dispatcher resumes. While dispatcher responsibilities can utilize skills like "computer aided dispatch," "service calls," "cad," and "emergency services," yardmaster/customer service crew dispatchings use skills like "schedule appointments," "credit card," "alarm systems," and "quality customer service."
Yardmaster/customer service crew dispatchings earn similar levels of education than dispatchers in general. They're 0.8% less likely to graduate with a Master's Degree and 0.0% less likely to earn a Doctoral Degree.Dispatcher vs. Communications operator
A communications operator is responsible for receiving incoming calls from customers and clients and transferring them to the appropriate department for their needs and concerns. Communications operators perform administrative duties, such as organizing directory, updating customers' information on the database, and pulling-up reports. They also help agents in responding to the customers' inquiries and processing their requests. A communications operator must have excellent communication and organizational skills, especially in documenting calls for audits and references.
There are many key differences between these two careers, including some of the skills required to perform responsibilities within each role. For example, a dispatcher is likely to be skilled in "payroll," "outbound calls," "gps," and "customer orders," while a typical communications operator is skilled in "patients," "pbx," "public safety," and "phone calls."
Communications operators earn the highest salary when working in the government industry, where they receive an average salary of $37,079. Comparatively, dispatchers have the highest earning potential in the government industry, with an average salary of $38,914.communications operators typically earn similar educational levels compared to dispatchers. Specifically, they're 2.0% more likely to graduate with a Master's Degree, and 0.0% more likely to earn a Doctoral Degree.Dispatcher vs. Operations/dispatch
An operations dispatcher is a communication liaison between delivery drivers, customers, and an operations center of a delivery service or distributorship. You should effectively communicate with drivers for timely and efficient deliveries and inform customers of expected times of delivery. Operations dispatchers develop the most efficient delivery routes and keep in touch with drivers throughout a delivery run, monitor any abrupt changes on the routes such as constructions, and work with management to alter set routes to accommodate customer needs.
Types of dispatcher
Updated January 8, 2025
