Dispatch Manager

Company Overview

We are a Hudson Oaks, Texas-based Internet Service Provider (ISP) delivering High Speed Internet and Voice Services throughout multiple states to residential, business, K-12 Education and government customers. We believe there is much more to an internet company than just delivering cost-effective internet solutions; we believe in delivering an overall customer experience that our competitors simply cannot match.

Job Summary:

The Dispatch Manager will be a key member of the team that will be responsible for helping improve the production of service in a timely manner to support the field team and Nextlink’s subscriber base. This position will manage the daily work of the assigned dispatch team to plan, execute, monitor and manage a component of assigned drivers and implement plans, routes, schedules, and to assist our customers. The position will coordinate the assigned dispatchers for the efficient and timely entry of all company and customer related data into all related software in the dispatch department. Works closely with company all field leadership, internal departments and ensures assigned dispatchers execute the efficient routes to ensure that the customer’s needs are being met including the communication of essential information of all jobs.

Essential Functions:

Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

• Assist the Regional Director of Operations (RDO) by ensuring that all field installation personnel are meeting expectations that have been set in their initial training and have everything they need in order to get the job done in a timely manner.

• Provide additional training and support with individuals that are not meeting expectations.

• Build and maintain area reports (KPIs) in order to identify personnel and processes that need improvement.

• Help Area Supervisors meet goals for their areas and teams in relation to growing their markets, becoming more productive, improving safety, and creating a great customer experience by providing a high-quality service. (OKRs).

• Communicate quickly and effectively with Area Supervisors, RDO, and other Departments to achieve goals, provide feedback, and report issues.

• Review and analyzes metrics for adherence to company KPI’s.

• Reports any policy violations or quality concerns to the Leadership team.

• Keep reports updated in various platforms

• Monitor and dispatch daily work assignments for all field Nextlink operations

• Ensure all shifts are sufficiently covered

• Provide a variety of staff and administrative assistance related to the dispatch center;

• Attend staff meetings and work with supervisory and management staff to resolve issues related to dispatch

• Perform special projects as assigned including researching training opportunities and developing dispatch related policies and procedures

• Maintaining dispatch reports and audits

• Assign work to agents daily

• Handle escalations

• Training and supporting agents

• Identify areas of improvement and establish innovative or adjust existing work procedures and practices

• Ability to input, retrieve and analyze data

• Communicate job expectations and coach employees; hire and transition as needed

• Performs other duties and responsibilities as required

Skills:

• Strong customer service skills

• Able to multitask

• Decisiveness, willingness to address problems and make requests by communicating with the necessary parties or providing solutions

• Must be comfortable in a rapidly changing environment and adapts easily to change

• Ability to work in a collaborative, team-oriented environment

• Professionalism and ability to work with other department managers and supervisors

• Strong analytical skills and attention to detail

• Ability to use initiative and work efficiently with minimal supervision

• Achieve high levels of customer satisfaction through excellence in receiving, identifying, dispatching and assuring quality of service

Education and Experience:

• High School Diploma or equivalent

• Minimum experience of 2-4 years staff supervisory role and logistics supervision experience

Job Classification:

• Field Services

• Non-Exempt

Work Environment/Hazards:

• Working conditions primarily inside an office environment

• The noise level in the work environment is usually moderate

• High level of interaction with external/internal clients

Physical Demands:

• Stationary position for 8-10 hours a day

• Repeating motions that may include the wrists, hands and/or fingers.

• Visual acuity, speech and hearing, hand and eye coordination and manual dexterity necessary to operate a computer keyboard and basic office equipment.

• To perform this job successfully, the employee is frequently required to remain in a stationary position. Daily movements include sitting, standing, operating computers and other office equipment and moving about the office. The employee must be able to communicate via email and verbally via telephone

Working Hours/Days:

• Full Time

• 40 hours

Travel Requirements:

• Travel up to 40% if necessary

Affirmative Action (AAP/EEO Statement):

Nextlink is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

Drug Free Workplace:

Nextlink intends to provide a safe work environment that will help protect the safety, health and well-being of all employees. Therefore, we are committed to an alcohol and drug-free workplace.

Employee Acknowledgement

By signing below the employee confirms that they have read, understand and agree to the job requirements and duties and understand that in the event that they are not able to meet the requirements or duties it may result in the termination of their employment.

Job Type: Full-time

Pay: $60,000.00 - $70,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift
• Day shift
• Evening shift
• Home daily
• Monday to Friday
• Overtime

Application Question(s):

• Do you have any relatives working at Nextlink?

Ability to Commute:

• Hudson Oaks, TX 76087 (Required)

Ability to Relocate:

• Hudson Oaks, TX 76087: Relocate before starting work (Required)

Work Location: In person

Salary : $60,000 - $70,000