Dispatch Manager
Anaheim, CA
Salary Range $65,077-$83,664 Annually DOE
Fulltime, M-F, 8-5PM
Summary of the Job:
The Dispatch Manager is responsible for leading and developing a team of dispatchers to ensure efficient scheduling, routing, and support of field technicians while consistently meeting customer expectations and service level agreements. This role drives team performance through coaching, training, accountability, and cross-functional collaboration, fostering a high-performing culture focused on operational excellence, customer service, and continuous improvement. The position serves as a key liaison between field operations, leadership, and support teams to ensure effective communication, productivity, and service delivery.
A Day in the Life:
Effectively manage and lead a team of dispatchers to efficiently and productively route field technicians to service calls
Successfully coach, train, and lead dispatch team to maximize efficiency and productivity in a manner that exceeds customer expectations and/or service level agreements
Take full ownership of training new dispatchers by giving proper guidance, necessary tools, and a hands-on style of training that sets a new dispatcher on the path to success
Successfully coach and develop all dispatchers (new and experienced) to achieve all individual and departmental metrics and SLAs
Create a positive culture within the dispatch team which is based on accountability, professionalism, respect, high-performance, and teamwork
Be engaged with the dispatch team and be able to set a clear example of the high expectations of the dispatcher role
Successfully build rapport with technicians and field leadership by being engaged, communicating, and collaborating for the betterment of the customer as well as service level agreements
Assume overall responsibility for all tasks performed by the dispatch team daily
Deliver performance feedback while utilizing proper coaching techniques to every dispatcher in a 1:1 setting
Thrive in a demanding, fast paced, multi-tasking environment
Effectively work cross-functionally with other departments (HR, Billing, IT, etc.)
Successfully lead both onsite and remote dispatch team members
Effectively communicate and collaborate with peers and all levels of management
Successfully lead any assigned projects or initiatives
Perform any other duties assigned by manager(s)
Participate in and lead training for career development, safety and maintaining required certifications
Conduct and support client engagement activities to strengthen our relationships with our clients and increase our understanding of their needs
Organizational Core Competencies:
Perform all duties with integrity, safety and a professional mentality
Promote a positive and inclusive work/team environment
Communicate all program deficiencies and improvements
Report all non-conforming work
Ensure effective communication
Demonstrate discretion, confidentiality and good judgement when dealing with sensitive company, personnel and client information
Foster collaboration and communication
Education Requirements:
High School diploma or equivalent
Years of Experience:
2+ years of experience in dispatch preferred
2+ years of experience leading a team in a customer service and/or SLA driven environment
Experience leading both onsite and remote teams preferred
2+ years of experience in a customer service-oriented role required
General office experience preferred
Systems:
Intermediate level experience with Google and Microsoft Office Suite products (Excel, PowerPoint, Word)
Experience with Workday preferred
Experience and/or ability to learn unique and proprietary software
Previous SAP or CRM experience preferred
Licensures/Training Requirements:
NA
Soft Skills:
Excellent organizational, communication and leadership skills, including a demonstrated ability to lead multi-discipline teams and motivate others
Ability to interface with cross-functional teams and all levels of personnel/management
Strong…