Dispatch Manager

Job Summary:

As a Dispatch Manager, you will lead and manage dispatch activities, including scheduling work orders, monitoring job jeopardy incidents, supporting business fulfillment projects, and providing advanced troubleshooting. You will ensure seamless service delivery by optimizing routing, analyzing performance data, and fostering positive communication across teams. Additionally, you will develop and implement dispatch strategies, provide training and feedback to team members, and produce comprehensive reports for leadership.

Responsibilities:

• Develop, implement, and manage dispatch activities encompassing the essential elements of the Company’s strategy, standards, policies, and procedures; set attainable goals and follow through to successful completion.
• Monitor quality of service; use continuous improvement techniques and methodologies to achieve operational efficiencies and demonstrate measurable, sustainable results.
• Lead, deliver, and monitor comprehensive dispatch, provisioning, and reporting programs designed to successfully support both field operations and customer satisfaction.
• Seek innovative and proactive solutions to assist field technicians and managers with improving both the customer and team member experience.
• Partner with Sales and Business stakeholders to deliver successful MDU, Hosted VoiP, and other complex business product installations.
• Establish daily, monthly, and weekly goals designed to reach department expectations.
• Monitor performance for quality and coaching opportunities.
• Analyze and make recommendations to Dispatch functions including but not limited: job scheduling, routing, work order completion, and tech on-time arrival.
• Provide constructive and timely feedback for team members to foster engagement. Provide coaching, training and stretch opportunities to increase team performance.
• Perform quarterly reviews and effectively manage disciplinary and/or performance issues.
• Provide analysis, direction, and reporting for issues discovered by Fields Ops, the Dispatch team, and other internal departments.
• Ensure that all TOC’s are adhering to established guidelines for points population, holiday quota, tech scheduling, and work order handling.
• Manage internal reporting activities and be responsible for disseminating accurate, relevant information.
• Serve as a liaison between field operations and internal stakeholder groups; foster positive communication within and across organizational boundaries.
• Produce and review complex, comprehensive reports for all levels of leadership.
• Model Midco’s mission, vision, values, ethos, and Leadership Success Drivers, and inspire others to do the same.
• Ensure customer privacy by adhering to Midco’s privacy guidelines while actively following Midco policies and procedures.
• Maintain reliable and predictable attendance as required by the position.
• Perform other duties as assigned.

Note: Management reserves the right to assign or reassign functions and responsibilities to this job description at any time.

Required Qualifications:

• High school Diploma or equivalent (GED).
• 3-5 years of operations experience, demonstrating a strong understanding of operational processes and procedures.
• Exceptional communication skills, with the ability to effectively engage and collaborate with stakeholders at all levels of the organization.
• Strong technical and computer-based skills, including proficiency in relevant software and tools, with the ability to quickly learn new systems.
• Excellent judgment and decision-making skills, with the ability to analyze situations and make informed decisions.

Preferred Qualifications:

• Associate’s degree or vocational training in a related field.
• Previous experience in a dispatch role, including tasks such as scheduling work orders, managing trouble calls, coordinating field operations, utilizing dispatch-related software tools, and providing customer service.
• Prior experience in the telecommunications industry.
• Previous leadership experience.

Work Environment:

• Inbound and outbound call center environment, wearing a headset.
• Extremely time-sensitive to meet customer demand.
• May be required to work in excess of 40 hours per week and outside normal business hours, such as holidays, evenings, and weekends as business demands.

Physical Demands:

• Heavy keyboard/mouse usage required with repetitive movements.
• Must remain at your workstation for long periods of time.

Mental Demands:

• Ability to adapt to changing circumstances and remain flexible in a dynamic work environment.
• High emotional intelligence to understand and manage one’s own emotions and those of others, fostering a positive work environment.
• Mental resilience to handle stress and pressure, maintaining composure and effectiveness in challenging situations.
• Keen attention to detail to ensure accuracy and quality in all aspects of operations.
• Aptitude for identifying issues and developing practical solutions.
• Demonstrate understanding of the needs and concerns of others to provide support and encouragement.