Lead & Oversee Daily Dispatch Operations
• Direct the day-to-day work of the dispatch team by assigning priorities, confirming coverage, and providing clear direction throughout the shift.
• Monitor service demand, technician availability, routing, capacity, and job status; rebalance schedules in real time to support timely service and minimize downtime.
• Serve as the first point of escalation for scheduling conflicts, service delays, technician concerns, and customer-impacting issues.
• Resolve issues within assigned authority and promptly elevate unresolved, high-impact, or recurring matters to the Dispatch Assistant Manager.
• Provide hands-on dispatch coverage when needed while maintaining oversight of the team, schedule flow, and shift priorities.
Support Team Management & Development
• Lead shift huddles, communicate daily priorities, and adjust team assignments as operating conditions change.
• Observe daily performance and provide timely coaching, feedback, recognition, and problem-solving support to dispatchers.
• Support onboarding and training by reinforcing systems, workflows, service standards, and communication expectations.
• Monitor attendance, schedule adherence, and policy compliance; document concerns and elevate recurring issues to the Dispatch Assistant Manager.
• Document performance observations and provide recommendations regarding employee development, recognition, corrective action, and staffing decisions.
Drive Performance & Process Improvement
• Track daily dispatch KPIs, including response times, booking accuracy, schedule efficiency, technician utilization, and service-level attainment.
• Review work for accuracy and quality, address immediate performance gaps, and follow up to confirm correction.
• Prepare daily shift summaries covering KPI results, staffing, escalations, service risks, and required management follow-up.
• Identify recurring workflow, capacity, or training gaps; recommend solutions and implement changes approved by dispatch management.
Cross-Department Collaboration
• Coordinate real-time communication among Dispatch, Technicians, Customer Service, and Leadership to keep daily operations moving.
• Communicate schedule changes, service disruptions, callouts, and other operational updates clearly and promptly.
• Handle escalated customer or technician conversations within assigned authority and elevate complex or high-risk matters appropriately.
• Participate in operational meetings and carry out approved process rollouts, seasonal plans, special projects, and capacity initiatives.