Profession taxi controller

Taxi controllers take bookings, dispatch vehicles, and are responsible for coordinating drivers while maintaining customer liaison.

Personality Type

• Conventional / Realistic

Knowledge

• Passenger transport regulations

  Have knowledge of passenger transport conventions and regulations.

• Road traffic laws

  Understand road traffic laws and the rules of the road.

Skills

• Relay messages through radio and telephone systems

  Possess the communication abilities to relay messages through a radio and telephone system.

• Follow up complaint reports

  Follow up complaints or accident reports in order to take adequate measures to solve problems. Contact the relevant authorities or internal staff to provide solutions in various situations.

• Handle customer complaints

  Administer complaints and negative feedback from customers in order to address concerns and where applicable provide a quick service recovery.

• Control taxi schedules

  Control the plans and schedules for organising taxi operations in urban areas.

• Communicate verbal instructions

  Communicate transparent instructions. Ensure that messages are understood and followed correctly.

• Monitor drivers

  Ensure that drivers meet the legal requirements to operate, arrive at work at required times, present no signs of alcohol or drug abuse, and follow the commissioned itineraries of the day. Monitor drivers to ensure quality work performance and efficiency. Ensure maintenance of record of time expended and distances covered.

• Consider economic criteria in decision making

  Develop proposals and take appropriate decisions taking into account economic criteria.

• Match vehicles with routes

  Match types of vehicles to transport routes, taking into consideration service frequency, peak transport times, service area covered, and road conditions.

• Communicate by telephone

  Liaise via telephone by making and answering calls in a timely, professional and polite manner.

• Log times of taxis

  Log the time and number of each cab as they check in onto the dispatch sheet. Use mathematical and organisational skills to correctly monitor the time of cabs.

• Assign taxi fares

  Assign taxi fares according to the request order.

• Operate radio dispatch systems for taxis

  Operate radio dispatching systems for taxi driving activities.

• Use codes to communicate with taxi drivers

  Use codes whenever possible to limit the use of conversational language in order to increase productivity.

• Use different communication channels

  Make use of various types of communication channels such as verbal, handwritten, digital and telephonic communication with the purpose of constructing and sharing ideas or information.

• Listen actively

  Give attention to what other people say, patiently understand points being made, asking questions as appropriate, and not interrupting at inappropriate times; able to listen carefully the needs of customers, clients, passengers, service users or others, and provide solutions accordingly.

• Read maps

  Read maps effectively.

Optional knowledge and skills

Source: Sisyphus ODB