Dispatch Manager

Job description

The Manager of Dispatch Operations is responsible for overseeing the daily activities of the dispatch team, ensuring that field technicians are efficiently routed and scheduled to meet customer needs and Service Level Agreements (SLAs). This role requires a strategic problem-solver who can balance real-time operational demands with long-term process improvements. The ideal candidate will have a strong background in workforce management, exceptional leadership skills, and the ability to thrive in a high-volume, dynamic environment. Responsibilities: Team Leadership & Development - Lead, mentor, and develop a team of dispatch, routing and workforce management coordinators, Leads and Supervisors - Conduct annual performance reviews, monthly 1:1 meetings, bi-weekly, monthly and hands-on training sessions to foster a high-performing and accountable team culture. - Manage team schedules, time-off requests, and ensure adequate coverage for all operating hours and types of work supported. Operational Management: - Oversee the daily routing, scheduling and supporting workflows for technicians that perform installations, repairs, and maintenance for Hotwire. - Oversee cross functional reques...