What are the responsibilities and job description for the Dispatch Manager position at Acree?
Dispatch Manager- Tampa Florida
Acree is an award-winning home services company seeking to hire a Dispatch Manager for our growing call center. Acree has been in business since 1967 (over 50 years!). We proudly service the Tampa community and the other counties: Pinellas, Pasco, some Polk, and Manatee.
At Acree, we believe that our employees will take great care of our customers because we take great care of our employees. Everybody Wins!
About the Position:
The Dispatch Manager oversees Dispatchers across multiple branches in optimizing the scheduling of customer appointments in a manner that positions technicians for success while also focusing on achieving technician productivity metrics and providing best in class customer experience. The Dispatch Manager works with the Customer Service Manager and customer service team to facilitate process compliance and communication between CSR and Dispatchers while also providing strong leadership, training, and industry-leading internal and external customer service.
Essential Job Functions:
- Represent the Acree way- Positive, Passionate, and Professional.
- Develop, implement, document and update dispatching standard operating procedures and ensure compliance among the assigned team and across all branches.
- Recruit, hire, onboard, train and manage assigned dispatchers at multiple branches.
- Oversee all daily dispatch activities at assigned locations while directing the dispatch team to appropriately handle all service calls that are booked.
- Ensures Dispatch board fairness and best practice to put all teams and service technicians in the best position to achieve their daily, weekly, and monthly objectives. Monitor the integrity of the dispatch board with respect to call allocations and ensuring the right technician is assigned to the right job.
- Works effectively with the dispatch team to assign calls in a manner that matches technician skill set with customer need, provides the best opportunity to achieve company productivity targets, keeps the technician as productive as possible by watching geographic positioning, and ensures customers are reached in a timely and efficient manner.
- Proactively watch customer demand and technician availability to manage the call distribution schedule for that day as well as scheduling for following days where appropriate.
- Design standard operating procedures, identify process improvement opportunities, and drive operational efficiencies across branches.
- Ensure completion of ServMan audit checklist that covers appropriate documentation and verification steps for all jobs prior to being passed on to accounting for final review.
- Supports the Branch Managers by creating and analyzing reports related to Dispatch operations as required.
- Other duties as assigned.
Qualifications:
- Ability to demonstrate strong leadership skills with the dispatch team, service technicians and across all areas of the organization.
- Ability to maintain high productivity in a fast paced environment among the dispatch team being managed.
- Ability to demonstrate a strong customer-focused approach and facilitate expeditious and quality customer resolution.
- Ability to work cross-functionally in an effective and solution-driven environment.
- Ability to drive results through accountability for individual and branch results.
- Ability to demonstrate effective communications skills to inspire cross-functional cooperation and a strong teamwork environment.
- Ability to develop, document, and train to dispatching standard operating procedures.
- Ability to hire, onboard and train staff effectively.
Experience/ Education:
- Minimum of 4-6 years in a supervisory or managerial role.
- 4 years of experience in a dispatch role working for a service company.
- Associate degree or equivalent business experience required.
- Microsoft Office suite of applications required.
Compensation:
- $70,000 to $85,000
Benefits:
- Competitive Dental, Vision, and Healthcare Plans
- 401(k) matching
- Short-Term and Long-Term Disability
- Life Insurance
- PTO
- Paid Holidays
- Employee Assistance Program (EAP)
Disclaimer: The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.
EOE
Salary : $70,000 - $85,000