What are the responsibilities and job description for the Command Center Dispatcher Manager position at HomeX Services Group?
Location : Lincoln, Rhode Island (100% ONSITE)
Job Summary : The Dispatch Manager is responsible for overseeing and coordinating the central dispatching activities. This role requires strong organizational and communication skills, attention to detail, and the ability to work in a fast-paced environment. The Dispatch Manager ensures that all dispatch operations are executed efficiently and effectively, resulting in seamless coordination and service delivery for HVAC, plumbing, drain cleaning and electrical services.
Key Responsibilities :
Dispatch Operations :
Oversee the coordination and management of dispatching across multiple platforms for HVAC, plumbing, drain cleaning and electrical services.
Monitor and track the movement of resources using dispatch software and GPS tracking systems.
Analyze existing workflows, identify bottlenecks, and implement process improvements to increase efficiency and productivity.
Establish and monitor quality standards across operations, identifying and addressing quality issues to maintain product or service quality.
Track key performance indicators (KPIs) to measure operational effectiveness and identify areas for improvement.
Ensure that all daily, weekly and monthly productivity goals are met.
Team Management :
Hire, train, and supervise dispatchers, assigning tasks and ensuring team performance meets expectations.
Provide continuous training, support, and performance evaluations for dispatch staff.
Foster a positive and collaborative work environment.
Communication :
Address, resolve and document any issues or conflicts that arise during the dispatch process.
Address operational challenges and resolve issues promptly to minimize disruptions.
Maintain clear and effective communication with the dispatch team in addition to platform managers, senior leadership, and other stakeholders.
Provide regular updates to management on dispatch operations and performance.
Logistics and Coordination :
Develop and implement efficient dispatching procedures and protocols.
Optimize routing and scheduling to minimize costs and maximize efficiency.
Collaborate with platforms and technicians to ensure the availability and timely delivery of materials, equipment and services.
Compliance and Safety :
Ensure compliance with all local, state, and federal regulations, including transportation and safety laws.
Monitor and enforce company policies and procedures related to dispatching.
Conduct regular safety meetings and training sessions for dispatch staff.
Record Keeping :
Maintain accurate records of dispatch activities.
Prepare and analyze reports to identify areas for improvement and implement corrective actions.
Generate reports on operational performance, including key metrics and trends, to inform decision-making.
Qualifications :
Bachelor's degree in Logistics, Business Administration, or a related field.
Minimum of 3 years of experience in dispatching or logistics management, preferably within the construction industry.
Strong leadership and management skills.
Excellent communication and interpersonal skills.
Proficient in dispatch software and GPS tracking systems.
Strong organizational and problem-solving abilities.
Knowledge of transportation regulations and safety standards.
Ability to work flexible hours, including evenings and weekends.
Physical Requirements :
Ability to sit for extended periods.
Ability to lift and carry items weighing up to 25 pounds.
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