What are the responsibilities and job description for the Command Center Dispatcher - Team Lead position at HomeX Services Group?
Position Overview: HomeX Services Group is seeking a dynamic and experienced individual to join their team as a Dispatcher Team Lead. This role will oversee the dispatch operations, manage service requests, and provide leadership to a team of dispatchers to ensure excellent service delivery and customer satisfaction.
Essential Job Functions
- Lead and supervise the first shift dispatch team, providing training and support to enhance performance.
- Ensuring all dispatcher shifts are covered including weekend, on call, and PTO gaps
- Maximize resource allocation and company revenue by optimizing scheduling and routing, while effectively utilizing capacity management tools.
- Oversee customer service requests, ensuring efficient assignment of technicians based on priority, skills, geography, job scope and availability.
- Create and manage technician schedules, optimizing routes to reduce travel time and prioritize tasks by urgency that are in line with company budgets and goals.
- Act as the primary point of contact for first shift dispatch team, providing updates and addressing inquiries.
- Handle emergency service requests, coordinating appropriate resources and maintaining professionalism in high-pressure situations.
- Make real-time adjustments to schedules due to cancellations, emergencies, or changes in customer availability.
- Address and resolve service-related issues, including delays and cancellations, ensuring customer satisfaction.
- Leverage technology to drive efficiencies and improve operational performance by becoming proficient in the company's software applications and dispatching tools.
- Use dispatching software, GPS tracking systems, and other technologies to monitor field technicians and improve operations.
- Facilitate clear communication between dispatch team and call center team to provide timely responses to customer inquiries.
Required Skills and Experience
- Minimum 3 years of experience in a dispatch or call center environment, with leadership experience preferred.
- Strong communication skills, both verbal and written.
- Excellent organizational abilities and attention to detail.
- Proficient in dispatching software, GPS tracking systems, and other relevant technologies.
- Ability to multitask, prioritize tasks, and handle shifting priorities effectively.
- Demonstrated leadership skills with a focus on team development and performance management.
- Empathy and a customer-focused mindset.
- Ability to work independently and as part of a team.
Working Conditions
- Office environment with occasional interruptions.
- Moderate noise level.
- Evening, daytime, weekend, and holiday hours may be required.
Compensation & Benefits
- Paid time off (PTO) & Holiday pay according to company policy.
- Continuous training and development opportunities.
- Medical, Dental, and Vision Insurance.
- 401K Plan with Company Match.
- Long-Term Disability.
- Company Paid Life Insurance.
- Flexible Spending Account
- Great Company Culture.
