Dispatch Manager

Description

ROLE SUMMARY:

The Dispatch Manager will oversee the daily operations of our dispatch team to ensure efficient and timely coordination of service calls, maintenance requests, and installation appointments. Reporting to the Director of Client Success & Dispatch, the Dispatch Manager will be responsible for optimizing schedules, managing team performance, and ensuring exceptional service delivery to our clients. This role requires strong organizational skills, excellent communication abilities, and a commitment to providing outstanding customer service.

PRIMARY RESPONSIBILITIES INCLUDE, but are not limited to:

• Team Management: Lead and supervise the dispatch team, providing guidance, training, and performance evaluations to ensure high levels of productivity and efficiency.
• Scheduling and Coordination: Develop and manage schedules for service calls, maintenance requests, and installations, ensuring optimal resource allocation and timely completion of tasks. Build relations with Vendors and schedule cadence calls on progress and challenges.
• Customer Service: Act as a point of escalation for client issues, resolving complaints and ensuring customer satisfaction through effective problem-solving and communication.
• Process Improvement: Identify and implement process improvements to enhance dispatch operations, reduce response times, and increase overall service quality.
• Reporting and Analysis: Monitor and analyze dispatch performance metrics, generating reports for senior management and identifying areas for improvement.
• Collaboration: Work closely with the Director of Client Success and other departments to ensure seamless coordination and delivery of services.
• Compliance: Ensure all dispatch activities comply with company policies, industry regulations, and safety standards.

  REQUIRED EDUCATION AND EXPERIENCE:

• Experience: Preferred but not required, 2-3 years of experience in a dispatch or logistics role, with at least 1-2 years in a supervisory or management position.
• Education: Bachelor's degree in Business Administration, Logistics, or a related field preferred. Relevant work experience may be considered in lieu of a degree.
• Skills:
  • Strong leadership and team management abilities.
  • Excellent organizational and multitasking skills.
  • Effective communication and interpersonal skills.
  • Proficiency in dispatch software and Microsoft Office Suite.
  • Problem-solving and conflict resolution skills.
  • Ability to work in a fast-paced, dynamic environment.
• Attributes:
  • Customer-focused mindset with a commitment to service excellence.
  • Detail-oriented with a high level of accuracy.
  • Proactive and adaptable to changing priorities.

• DESCRIPTION OF WORK ENVIRONMENT:

  Generally, works in an office environment but may occasionally be required to perform job duties outside of the typical office setting.