Taxi controller

Taxis

Description

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

The duties of a taxi controller include, but are not limited to:

  • Communicating with dispatch staff to arrange for taxis to be dispatched immediately or at a specified time
  • Managing dispatching operations such as making sure vehicles have gas and oil to keep them running
  • Tracking taxi activity to ensure that vehicles are dispatched in accordance with local laws and regulations
  • Coordinating with taxi companies to provide service to special events and conventions
  • Training new dispatchers on the company’s policies and procedures for dispatching cabs
  • Providing information to callers about fares, estimated wait times, and other important details about their rides
  • Greeting callers, answering questions about routes, rates, or fares, and booking rides over the phone
  • Providing information to drivers about their next pick up and drop off locations
  • Monitoring driver performance to ensure compliance with company policies

Other titles

The following job titles also refer to taxi controller:

minicab controller
private hire controller
taxi dispatcher
private hire dispatcher
minicab dispatcher

Working conditions

Taxi controllers must work well under pressure and respond to emergencies quickly and efficiently. Some work in offices at taxi companies; others work in small booths at airports and other transport hubs. Controllers work in all kinds of weather.

Forty-hour workweeks are standard; however, when emergencies occur or the workload is particularly heavy, controllers may be required to put in extra hours. Night, weekend, and holiday work may be necessary.

Minimum qualifications

Taxi controllers typically need a high school diploma or equivalent. Some controllers choose to pursue an associate’s degree in transportation or logistics to increase their earning potential and qualify for higher-paying positions.

Taxi controllers typically receive on-the-job training. This training may last for a few weeks and may include shadowing a current taxi controller or learning from a supervisor. Training often includes learning the taxi company’s computer system and the taxi dispatching software.

ISCO skill level

ISCO skill level is defined as a function of the complexity and range of tasks and duties to be performed in an occupation. It is measured on a scale from 1 to 4, with 1 the lowest level and 4 the highest, by considering:

  • the nature of the work performed in an occupation in relation to the characteristic tasks and duties
  • the level of formal education required for competent performance of the tasks and duties involved and
  • the amount of informal on-the-job training and/or previous experience in a related occupation required for competent performance of these tasks and duties.

Taxi controller is a Skill level 2 occupation.

Taxi controller career path

Similar occupations

These occupations, although different, require a lot of knowledge and skills similar to taxi controller.

bus route supervisor
taxi driver
bus driver
trolley bus driver
tram driver

Long term prospects

These occupations require some skills and knowledge of taxi controller. They also require other skills and knowledge, but at a higher ISCO skill level, meaning these occupations are accessible from a position of taxi controller with a significant experience and/or extensive training.

aviation data communications manager
international forwarding operations coordinator
civil registrar
passport officer
aeronautical information specialist

Essential knowledge and skills

Essential knowledge

This knowledge should be acquired through learning to fulfill the role of taxi controller.

Essential skills and competences

These skills are necessary for the role of taxi controller.

  • Communicate verbal instructions: Communicate transparent instructions. Ensure that messages are understood and followed correctly.
  • Use codes to communicate with taxi drivers: Use codes whenever possible to limit the use of conversational language in order to increase productivity.
  • Handle customer complaints: Administer complaints and negative feedback from customers in order to address concerns and where applicable provide a quick service recovery.
  • Assign taxi fares: Assign taxi fares according to the request order.
  • Read maps: Read maps effectively.
  • 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.
  • Operate radio dispatch systems for taxis: Operate radio dispatching systems for taxi driving activities.
  • 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.
  • Relay messages through radio and telephone systems: Possess the communication abilities to relay messages through a radio and telephone system.
  • 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.
  • 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.
  • Control taxi schedules: Control the plans and schedules for organising taxi operations in urban areas.
  • 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.
  • 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.

Optional skills and competences

These skills and competences are sometimes, but not always, required for the role of taxi controller. However, mastering these skills and competences allows you to have more opportunities for career development.

  • Provide high-end driving services: Drive vehicles such as limousines or taxis for high-end services. Transport people and goods providing optimal service quality, safety, and efficiency.
  • Drive in urban areas: Drive vehicles in urban areas. Interpret and understand transit signs in a city, the regulation of traffic, and the related common automobility agreements in an urban area.
  • Have computer literacy: Utilise computers, IT equipment and modern day technology in an efficient way.
  • Perform services in a flexible manner: Adapt service approach when circumstances change.

ISCO group and title

4323 – Transport clerks


References
  1. Taxi controller – ESCO
  2. Taxi Dispatcher Job Description: Salary, Duties, & More – Climb the Ladder
  3. Taxi Dispatcher Job Description – StateUniversity.com
  4. Featured image: Photo by Lexi Anderson on Unsplash
Last updated on December 6, 2022

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