CSR - Remote Dispatcher

Job Duties and Responsibilities: CORE RESPONSIBILITIES Operations Communication Serve as the primary point of contact for operations staff regarding Thruway bus service Field inbound calls and messages from concerning schedule changes, train delays, passenger connections, and service disruptions Provide Amtrak with real-time ETAs, bus locations, and status updates as requested Communicate service issues (breakdowns, delays, driver problems) to promptly and professionally Relay instructions and schedule adjustments to drivers in the field Live Fleet Monitoring (Samsara) Monitor all active Thruway buses in real time using the Samsara fleet tracking platform Track bus positions against the published route schedule to identify potential delays or deviations Proactively flag buses running behind schedule and coordinate corrective action Monitor Samsara alerts for speeding, harsh driving events, and other safety notifications Driver Communication & Support Read and interpret the Thruway bus route schedule to understand daily service requirements Make outbound calls to drivers to relay trip assignments, schedule updates, and directives Serve as the first point of contact for drivers experiencing issues on the road (mechanical problems, passenger incidents, route questions, weather/road conditions) Confirm driver check-ins, departure times, and arrival times throughout each shift Communicate clearly and calmly with drivers during high-pressure or emergency situations Issue Triage & Escalation Assess and prioritize operational issues in real time, determining severity and appropriate response Coordinate with the maintenance team / mechanics when a bus experiences mechanical problems – relay symptoms, location, and urgency Arrange backup vehicle or driver coverage when breakdowns, no-shows, or emergencies occur Escalate critical situations (accidents, safety incidents, major service failures) to management immediately with a clear summary of the situation Document all incidents, triage decisions, and resolutions in the dispatch log Record-Keeping & Reporting Maintain accurate daily dispatch logs including trip times, driver status, incidents, and Amtrak communications Document all mechanical issues reported and actions taken, including mechanic dispatch details Prepare shift-end summary reports for management review Track and flag driver hours-of-service to support FMCSA compliance QUALIFICATIONS & REQUIREMENTS Required Excellent English communication skills (written and verbal) – must be able to handle live phone calls with Amtrak staff, drivers, and mechanics clearly and professionally Experience in dispatching, call center operations, logistics coordination, or transportation operations preferred Strong ability to read and interpret route schedules and timetables Calm, decisive problem-solver who can triage multiple issues simultaneously under time pressure Comfortable making frequent outbound phone calls and managing high call volumes Proficiency with GPS/fleet tracking platforms (Samsara experience a plus) Reliable high-speed internet connection, quiet home office environment, and quality headset for phone calls Available to work 8:00 AM to 11:00 PM Philippines Time (PHT), with shift schedule to be determined Preferred Experience in the U.S. motorcoach, charter bus, or passenger transportation industry Familiarity with public transit contract services Knowledge of FMCSA regulations and hours-of-service rules Prior experience working remotely for a U.S.-based company Background in customer service, operations centers, or client-facing communication roles