What does an Operations/Dispatch do?
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.
Operations/dispatch responsibilities
Here are examples of responsibilities from real operations/dispatch resumes:
- Manage customer service satisfaction by providing update eta and location of drivers.
- Assist A/R with basic accounting issues.
- Certify by ACJIC as a NCIC operator.
- Call taker job are taking customers calls.
- Cross-Train as both call taker and dispatcher.
- Dispatch calls to the appropriate agency - police, fire, ems.
- Operate a multi-line telephone console system and TDD for deaf and hearing impair.
- Maintain technician productivity logs, no-show logs, late starts and daily and weekly payroll reporting.
- Create, open, and close work orders to control budgeting of payroll and customer accounts.
- Receive calls via outbound alarm signals and inbound questions from ADT customers to the service center.
- Assist in routing drivers for safe timely arrival by tracking them on the GPS system install the vehicles.
- Provide advance life support (ALS) and/or basic life support (BLS) within scope of practice2.
- Monitor various FINRA facilities nationally on a surveillance system of CCTV's to ensure the safety of employees and visitors.
- Track and monitor activity by radio communication and GPS.
- Update and help maintain customer account information while adhering to ADT privacy protection policy
Operations/dispatch skills and personality traits
We calculated that 11% of Operations/Dispatches are proficient in Patrol, 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 Operations/Dispatches that have these skills listed on their resume here:
- Patrol, 11%
Maintained detailed communication logs and dispatched information through the radio to security patrol members on duty.
- Data Entry, 7%
Provided timely dispatch of emergency calls and appointment scheduling * Completed accurate data entry of customer records with proprietary company ERP/CRM system
- Computer Aided Dispatch, 7%
Monitored and operate multiple systems simultaneously, including Computer Aided Dispatch, CCTV and various alarm and communication systems.
- Quality Customer Service, 6%
Rescheduled appointments utilizing quality customer service when field technicians missed appointments, or when customer missed their scheduled field service calls
- Two-Way Radio, 6%
Controlled flow of incoming and outgoing information via two-way radio, telephone and direct verbal communication.
- Emergency Situations, 6%
Documented reports of alarms dispatched and notified customers of critical emergency situations.
"patrol," "data entry," and "computer aided dispatch" are among the most common skills that operations/dispatches use at work. You can find even more operations/dispatch responsibilities below, including:
Ability to multitask. One of the key soft skills for an operations/dispatch to have is ability to multitask. You can see how this relates to what operations/dispatches do because "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." Additionally, an operations/dispatch resume shows how operations/dispatches use ability to multitask: "assist technicians by phone while conducting tests: residence or companies scheduling appointments upon customers request or as per the technician. "
Communication skills. Another essential skill to perform operations/dispatch duties is communication skills. Operations/dispatches responsibilities require that "public safety telecommunicators work with law enforcement, emergency response teams, and civilians." Operations/dispatches also use communication skills in their role according to a real resume snippet: "used multi-tasking and communication skills including ten key and other data entry. "
Empathy. operations/dispatches are also known for empathy, which are critical to their duties. You can see how this skill relates to operations/dispatch responsibilities, because "public safety telecommunicators must be willing to help a range of callers with varying needs." An operations/dispatch resume example shows how empathy is used in the workplace: "identified emergency situations and provided prompt solutions, remaining calm, and using tact and empathy. "
Listening skills. For certain operations/dispatch responsibilities to be completed, the job requires competence in "listening skills." The day-to-day duties of an operations/dispatch 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 operations/dispatches do: "communicated with customers while maintaining a professional and calm demeanor in emergency situations. "
Typing skills. Another common skill required for operations/dispatch responsibilities is "typing skills." This skill comes up in the duties of operations/dispatches 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 operations/dispatch resume shows how this skill is central to what an operations/dispatch does: "perform clerical duties, such as typing, proofreading, accepting orders, scheduling appointments, and sorting mail. "
The three companies that hire the most operations/dispatchs are:
- AAllied Universal11 operations/dispatches jobs
- SSP Plus5 operations/dispatches jobs
- CClean Power4 operations/dispatches jobs
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Compare different operations/dispatches
Operations/dispatch vs. Call taker
A call taker works at a call or dispatch center, where they are primarily in charge of answering calls, identifying the callers' needs, and coordinating services to assist them right away. Although their responsibilities depend on their company or industry of employment, it usually involves answering inquiries, processing requests, arranging appointments or reservations, and handling issues and concerns, resolving them promptly and efficiently. When it comes to employment, a call taker may work for 911 dispatch centers, taxi companies, towing services, and private hotlines.
These skill sets are where the common ground ends though. The responsibilities of an operations/dispatch are more likely to require skills like "quality customer service," "two-way radio," "non-emergency calls," and "cctv." On the other hand, a job as a call taker requires skills like "taker," "customer service," "emd," and "public safety agencies." As you can see, what employees do in each career varies considerably.
Call takers earn the highest salaries when working in the government industry, with an average yearly salary of $42,836. On the other hand, operations/dispatches are paid more in the government industry with an average salary of $43,789.call takers tend to reach similar levels of education than operations/dispatches. In fact, call takers are 0.2% more likely to graduate with a Master's Degree and 0.1% less likely to have a Doctoral Degree.Operations/dispatch vs. 911 telecommunicator
A telecommunicator receives calls and obtains information from people in need of assistance. Telecommunicators, also called 911 or public safety dispatchers, use a two-way radio in dispatching the right services to police officers, first responders, and firefighters. The telecommunicators coordinate communications between emergency personnel, police, and the public. They keep detailed records as well as trace drivers and their automobiles. The skills and knowledge necessary for this job include a dispatch system, public safety, and stressful situation management.
Each career also uses different skills, according to real operations/dispatch resumes. While operations/dispatch responsibilities can utilize skills like "patrol," "data entry," "quality customer service," and "two-way radio," 911 telecommunicators use skills like "emd," "public safety agencies," "medical dispatch," and "non-emergency telephone calls."
911 telecommunicators earn similar levels of education than operations/dispatches in general. They're 1.5% more likely to graduate with a Master's Degree and 0.1% less likely to earn a Doctoral Degree.Operations/dispatch vs. Telecommunicator
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.
Some important key differences between the two careers include a few of the skills necessary to fulfill the responsibilities of each. Some examples from operations/dispatch resumes include skills like "quality customer service," "emergency situations," "non-emergency calls," and "cctv," whereas a telecommunicator is more likely to list skills in "emd," "public safety agencies," "medical dispatch," and "stressful situations. "
Telecommunicators earn the best pay in the government industry, where they command an average salary of $38,270. Operations/dispatches earn the highest pay from the government industry, with an average salary of $43,789.When it comes to education, telecommunicators tend to earn similar degree levels compared to operations/dispatches. In fact, they're 0.4% more likely to earn a Master's Degree, and 0.1% more likely to graduate with a Doctoral Degree.Operations/dispatch vs. Telecommunication operator
Types of operations/dispatch
Updated January 8, 2025
