Call Center / Dispatch Operations Director

Sierra Air Conditioning & Plumbing•Las Vegas, NV

32d

About The Position

We’re seeking an empathetic, data-minded Operations Manager to lead our Call Center and Dispatch teams. In this role, you’ll support the leaders who oversee our Customer Service Representatives and Dispatchers, helping them grow, develop, and run efficient, people-centered operations. This is a hands-on leadership role responsible for removing obstacles, improving processes, and inspiring strong performance across customer experience teams. You’ll partner closely with the Dispatch Manager and Call Center Manager to ensure customers receive timely, accurate, and caring support while technicians stay productive and schedules run smoothly. If you thrive in a collaborative environment, enjoy developing talent, and excel at balancing people, performance, and process—this role offers a meaningful opportunity to make an impact.

Requirements

2+ years of experience leading teams in customer service, dispatch, operations, or related roles.
Experience supervising or developing supervisors/managers.
Ability to manage metrics, reporting, and performance expectations.
Comfortable learning new systems and coaching teams on technology.
Clear, inclusive communicator who listens actively and leads with empathy.
Strong coaching and people-development skills; able to guide leaders at different levels.
Ability to make data-informed decisions and translate KPIs into action plans.
Experience optimizing workflows, improving processes, or supporting change management.
Comfort with fast-paced environments where priorities may shift throughout the day.
Familiarity with dispatching or call-center operations (HVAC/home services experience helpful but not required).
Ability to collaborate across departments and build trust with technicians and office staff.
Organized, detail-oriented, and able to handle multiple inputs without losing focus.

Nice To Haves

Experience in home services (HVAC, Plumbing, Electrical, etc.).
Familiarity with ServiceTitan or other CRM/dispatch platforms.
Experience managing both phone and field-support functions.

Responsibilities

Lead, mentor, and support the Call Center Manager and Dispatch Manager, creating a unified and collaborative customer experience operation.
Drive inclusive leadership by fostering teamwork, open communication, and transparent performance expectations.
Build and maintain workflows that ensure high-quality customer interactions, accurate dispatching, optimized routes, and strong technician productivity.
Monitor key performance indicators (KPIs) such as booking rate, contact volume, response times, customer satisfaction, routing efficiency, job completion rate, and ticket accuracy.
Partner with department leaders to improve consistency in call handling, schedule accuracy, technician communication, reporting, and follow-up processes.
Lead daily/weekly huddles with leadership to align goals, share updates, and identify roadblocks.
Review reports, identify trends, and create action plans that support continuous improvement.
Support hiring, training, and onboarding of CSR and Dispatch team members.
Maintain a positive, team-focused culture where everyone feels valued, supported, and encouraged to grow.
Collaborate cross-functionally with Service, Install, Sales, and Parts to ensure seamless customer and technician experiences.
Proactively address escalations with empathy, fairness, and solution-driven communication.
Champion technology adoption (ServiceTitan, phone systems, dashboards) and help teams build confidence using tools effectively.