Dispatch Team Lead

Position Overview Our client 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

Working Conditions

Compensation & Benefits

HR Pals acknowledges that equal opportunity for all persons is a fundamental human value. Each employee and applicant will be considered on the basis of individual ability and merit, without regard to race, color, religion, age, sex, sexual orientation, gender identity, gender expression, pregnancy, national origin, marital status, physical disability, mental disability, medical condition, genetic information, protected military or veteran status, or any other characteristics.

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