Dispatch Supervisor

Job description

The Dispatch Supervisor leads the daily work of the dispatch team, maintains shift coverage, optimizes technician schedules, and serves as the first point of escalation for operational issues. This hands-on leader will coach dispatchers, tracks shift performance, reinforces approved procedures, and elevates complex or recurring concerns to the Dispatch Assistant Manager. # What You’ll Do **Lead & Oversee Daily Dispatch Operations** • Direct the day-to-day work of the dispatch team by assigning priorities, confirming coverage, and providing clear direction throughout the shift. • Monitor service demand, technician availability, routing, capacity, and job status; rebalance schedules in real time to support timely service and minimize downtime. • Serve as the first point of escalation for scheduling conflicts, service delays, technician concerns, and customer-impacting issues. • Resolve issues within assigned authority and promptly elevate unresolved, high-impact, or recurring matters to the Dispatch Assistant Manager. • Provide hands-on dispatch coverage when needed while maintaining oversight of the team, schedule flow, and shift priorities. **Support Team Management & Development** • Lead shift huddles, communicate daily priorities, and adjust team assignments as operating conditions change. • Observe daily performance and provide timely coaching, feedback, recognition, and problem-solving support to dispatchers. • Support onboarding and training by reinforcing systems, workflows, service standards, and communication expectations. • Monitor attendance, schedule adherence, and policy compliance; document concerns and elevate recurring issues to the Dispatch Assistant Manager. • Document performance observations and provide recommendations regarding employee development, recognition, corrective action, and staffing decisions. **Drive Performance & Process Improvement** • Track daily dispatch KPIs, including response times, booking accuracy, schedule efficiency, technician utilization, and service-level attainment. • Review work for accuracy and quality, address immediate performance gaps, and follow up to confirm correction. • Prepare daily shift summaries covering KPI results, staffing, escalations, service risks, and required management follow-up. • Identify recurring workflow, capacity, or training gaps; recommend solutions and implement changes approved by dispatch management. **Cross-Department Collaboration** • Coordinate real-time communication among Dispatch, Technicians, Customer Service, and Leadership to keep daily operations moving. • Communicate schedule changes, service disruptions, callouts, and other operational updates clearly and promptly. • Handle escalated customer or technician conversations within assigned authority and elevate complex or high-risk matters appropriately. • Participate in operational meetings and carry out approved process rollouts, seasonal plans, special projects, and capacity initiatives. # What You’ll Bring **Experience & Skills** • 3–5 years of experience in dispatch, scheduling, call center, or service operations; residential trades experience preferred. • At least 1 year of lead, coaching, or supervisory experience preferred. • Demonstrated ability to direct daily work, assign priorities, coach employees, and reinforce team accountability. • Ability to coordinate complex schedules and make sound decisions in a fast-moving environment. • Excellent organization, judgment, follow-through, and attention to detail. • Strong written and verbal communication skills with a professional, customer-focused approach. **Technical Proficiency** • Experience with ServiceTitan or a similar dispatch and scheduling platform. • Proficiency in Microsoft Office, including Excel, Word, and Outlook. • Ability to interpret operational dashboards, monitor KPIs, and prepare accurate shift-performance updates. # Key Attributes for Success • **Frontline leader:** Provides clear direction, supports the team, and reinforces standards consistently. • **Calm under pressure:** Maintains focus and sound judgment during high-volume or urgent situations. • **Accountable coach:** Provides timely feedback, documents concerns, and follows through on expectations. • **Proactive problem-solver:** Anticipates scheduling and service risks and acts before they escalate. • **Collaborative communicator:** Communicates clearly across Dispatch, field operations, Customer Service, and Leadership. #INDA1 **Benefits and other cool stuff:** · Medical, dental, vision, 401K · Paid Time Off · Weekly Pay · Internal Promotion opportunities · Company swag *A1 Garage Door (and affiliate companies) provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.*