Dispatch Manager

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 requests to support internal tools as well as ensure readiness when trucks are dispatched for installations, repairs, and maintenance.
• Maximize field technician performance by reducing truck-rolls, refining processes within Dispatch and partnering with cross functional teams for the best “white glove” internal and external experiences possible.
• Monitor real-time dispatch dashboards to identify/resolve and bottlenecks and implement best practice process opportunities within Dispatch/Field Operations and cross functional teams when applicable.
• Serve as the primary escalation point for Dispatch including solving complex scheduling conflicts, technician emergencies, or high-priority issues

Strategy & Process Improvement
• Analyze key performance indicators (KPIs) such as response times, on-time arrival rates, and technician productivity to identify areas for improvement.
• Collaborate with cross-functional teams, including Field Operations, Customer Support, Sales, Launch, Fiber, Construction and Commercial to streamline workflows and implement best practices.
• Assist in the evaluation and rollout of new dispatch software, tools, and telecommunications platforms.
• Analyze and identify opportunities through call monitoring and escalation trends to enhance Field Operations and Customer experience.
• Analyze key call and tool task volume for KPIs, such as CSAT, AHT, Abandon %, ASA

Compliance & Reporting
• Create and report on the daily activity count of completed work order, number of escalations, call volume, trends, types of work, configuration and routing requests.
• Generate regular reports on dispatch operations, workforce efficiency, and SLA compliance for senior leadership.
• Maintain accurate records of technician, supervisor and Field leadership territories, responsibilities and skill sets.
• Utilize workforce management system for work order and other route job assignments for field personnel and ensure scheduled work companywide routing meets company SLAs metrics, route optimization and future forecasting goals.
• Ensure all dispatch activities comply with company policies, safety protocols, and industry regulations.
• Minimize missed appointments and maximize technical field personnel productivity.
• Ensure optimization to meet companywide SLAs and defined metrics.
• Other duties as required or assigned.

Minimum Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Bachelor’s degree in business administration, Operations Management, or related field or equal experience
• 5+ years of progressive experience in Dispatch operations, workforce management, or operations and service delivery.
• 3+ years of direct people management experience
• Background in telecommunications, fiber optics, or field service technology is highly preferred.
• Proficiency in Field Service Management (FSM) software, workforce routing tools, and CRM platforms.
• Demonstrated ability and experience in providing leadership and motivation
• Proficient in workforce management optimization
• Motivated, self-starter with a track record of delivering results
• Superior customer service delivery skills
• Focused, driven to achieve
• Proficiency with data mining, pivot tables, formulas, graphs
• Creating and delivering leadership slide presentations
• Ability and willingness to work a flexible Full-Time schedule that include nights, weekends and holidays

BENEFITS: 

We truly appreciate and value all our employees and show our appreciation by offering a wide range of benefits, including: 

• Comprehensive Healthcare/Dental/Vision Plans
• 401K Retirement Plan with Company Match
• Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!)
• Paid Volunteer Time
• Paid Parental Leave
• Hotwire Service Discounts – for employees who live on a property serviced by Hotwire.  Discounted service offerings are provided for high-speed internet, video service, phone, and security service
• Employee Referral Bonuses
• Exclusive Entertainment Discounts/Perks

Hotwire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

 

Providing fiber-optic internet, television, and voice services.