Dispatch Manager

Job Summary:

A1 Garage Door Service is the industry leader in garage door installation and repair, and is seeking a well-rounded, positive individual with high-energy, great customer service, and the ability to work in a fast-paced environment to join the Dispatch Team as Dispatch Manager. We are looking for a skilled manager to supervise daily operations and personnel, aiming for maximum support for technicians and customers. You will also ensure that technology is utilized to its fullest potential and that staff are well-organized and productive. An excellent Dispatch Manager must be an organized, reliable, and results-driven professional. They must have a practical mind to solve problems on the spot, partnered with an ability to see the “big picture” and make improvements. As a Dispatch Manager, you must also have excellent customer service and communication skills. The goal is to do everything possible to achieve great results for our company. This position is based out of our office in Phoenix, AZ.

Duties/Responsibilities:

• Develop objectives for the Dispatchers’ day-to-day activities

• Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.)

• Collect and analyze Dispatch KPIs (Run Rate, Call Handling Metrics, etc.)

• Evaluate performance with key metrics and coach/train accordingly

• Hire, coach, and provide training to personnel to maintain high customer service standards

• Maintain strong relationships with field technicians while evaluating their feedback

• Dispatch payroll updates (calculating & communicating bonuses)

• Prepare reports for different departments or upper management

Required Skills/Abilities:

• Strong understanding of customer service principles, operational best practices, and technology integration

• Excellent leadership and interpersonal skills, with the ability to motivate and guide teams toward achieving goals

• Analytical mindset, capable of interpreting data, identifying trends, and making data-driven decisions

• Exceptional communication skills, both verbal and written, with the ability to effectively interact with stakeholders at all levels

• Proficiency in utilizing CRM, dispatch, and workforce management systems

• Demonstrated problem-solving skills and the ability to manage multiple tasks in a fast-paced environment

• Strategic thinking and the ability to develop and execute departmental strategies aligned with company objectives

• Proficiency in Microsoft applications, particularly Microsoft Excel

Education and Experience:

• High school diploma or equivalent experience; higher degree preferred

• Proven experience (5 years) in Call Center or Dispatch management (ideally within the home services industry)

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer

Benefits and other cool stuff:

· Medical, dental, vision, 401K

· Paid Time Off

· Weekly Pay

· Internal Promotion opportunities

· Company swag

 A1 Garage Door (and affiliate companies) provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.