Dispatch Supervisor

Responsibilities

• Supervise the dispatch team to ensure efficient assignment and routing of service calls or deliveries.
• Monitor dispatch schedules and adjust in real-time to accommodate delays, absences, or priority changes.
• Train, mentor, and evaluate dispatch staff to ensure compliance with company policies and quality standards.
• Implement best practices and continuous improvements in routing and dispatch processes.
• Collaborate with operations, customer service, and field staff to resolve scheduling conflicts or service issues.
• Ensure all dispatching systems and logs are accurately maintained and updated in real-time.
• Analyze data and generate reports on dispatch performance, productivity, and service metrics.
• Maintain up-to-date knowledge of company services, service areas, and geographical boundaries.
• Manage escalated issues related to scheduling, service delays, or routing errors.
• Assist in developing and enforcing safety procedures for dispatch and field operations.
• Ensure timely communication with customers regarding appointments, service changes, or delays.
• Evaluate current software or tools used for dispatching and recommend improvements or upgrades.
• Handle time-off requests and scheduling coverage for dispatch personnel.
• Ensure adherence to DOT regulations as applicable and company compliance policies.
• Analyze performance metrics and produce reports.

Qualifications

• High School Diploma or equivalent required; Associate's or Bachelor’s degree in Business, Operations, or related field is preferred.
• Minimum 3 - 5 years of experience in dispatch operations, preferably within telecommunications, utilities, or a related field.
• Minimum 1–2 years of supervisory or team leadership experience in a fast-paced, customer-focused environment.
• Proven ability to lead and coach teams, manage performance, and handle escalated issues professionally.
• Strong proficiency with dispatch software systems, workforce management tools, and Excel (reporting, scheduling, and analysis).
• Demonstrated ability to manage schedules, prioritize tasks, and balance operational demands with customer satisfaction.
• Excellent communication, problem-solving, and decision-making skills.
• Bilingual (English/Spanish or other language) is a plus.