Dispatch Lead - Hybrid - CA Only

Race Communications•Hi Vista, CA

2d•$26 - $29•Hybrid

About The Position

Dispatch Lead supports the daily operations of the dispatch team, ensuring the efficient scheduling and coordination of field technicians and resources. Reporting to the Dispatch Manager you will support the management of dispatch workflows, monitoring real-time job progress, and ensuring timely completion of service orders. This role involves managing dispatch workflows, monitoring real-time job progress, and ensuring timely completion of service orders. The Dispatch Lead works closely with field teams, customers, and other departments to resolve issues, maintain high levels of customer satisfaction, and ensure operational efficiency. Additionally, the Dispatch Lead provides leadership and guidance to the dispatch team, assisting with training, performance evaluations, and process improvements to meet organizational goals. Availability to work nights, weekends, holidays, and overtime as needed to support emergency response, outage restoration, and urgent maintenance for 24/7 operations.

Requirements

Eligibility for US Employment without sponsorship
Minimum of 18 years of age
High School Diploma or GED or equivalent is preferred
Minimum of two years’ experience in dispatching, scheduling, or field service coordination, with at least 1-2 years in a leadership role
Proven ability to lead, mentor, and support a team of dispatchers or schedulers, including performance management and training experience
Strong experience with CRM and dispatch systems and practices, experience with Sales Force Software and Pure Cloud IVR is a plus
Proven knowledge of the field service industry, including best practices for resource allocation, routing, and technician management
Ability to analyze data, generate reports, and identify areas for improvement in dispatch processes
Familiarity with safety regulations, company policies, and industry standards related to field service operations and dispatching
Must be able to type 40 words per minute
Availability to work nights, weekends, holidays, and overtime as needed to support emergency response, outage restoration, and urgent maintenance for 24/7 operations
The ability to effectively communicate in English, including speaking, reading, writing, and comprehension, as necessary for effective job performance and workplace communication
Proficient use of MS Office applications including Teams, Word, Excel, and PowerPoint; teleconferencing applications
Functional use of common office equipment, computers, and office software

Nice To Haves

Bilingual communication skills are considered a plus, particularly when serving diverse communities
experience with Sales Force Software and Pure Cloud IVR is a plus

Responsibilities

Oversees the successful execution of daily dispatch activities, ensuring that all tasks, such as scheduling, route adjustments, and work order management, are completed on time and according to operational plans
Monitors the team’s performance, addresses any roadblocks, and ensures that key performance indicators (KPIs) such as job completion rates and technician availability are met
Prepares and submits comprehensive reports to the Dispatch Manager, outlining team performance, completed tasks, and any issues that arose, providing insights for further process improvements
Provides hands-on support to the Dispatch team during peak periods, handling overflow calls to ensure uninterrupted service
Steps in to manage scheduling, customer communications, or technical dispatching when workloads exceed team capacity
covers for team members during absences, such as vacations or sick leave, to maintain consistent operations and ensure that all service orders are processed without delays
Oversees the daily activities of Dispatchers, Dispatch Coordinators, Administrators, ensuring that field technician routes are optimized for efficiency and that any real-time changes or updates are handled smoothly
ensures that all route changes align with operational goals and customer service commitments
Acts as the primary point of contact for Dispatchers who encounter scheduling conflicts, workload imbalances, or technical issues
Provides guidance and solutions, helping the team address complex scheduling challenges, such as overlapping service requests or last-minute changes
Handles complex or escalated calls from the Dispatch team, particularly when issues cannot be resolved at the dispatcher level
Ensures that all escalated matters are addressed promptly, mitigating potential service delays or customer dissatisfaction.
Regularly reviews pitstop queues, which track technician activity and service progress, to ensure that all dispatch procedures and company protocols are being followed
Verifies that technicians are meeting service deadlines, adhering to check-in/check-out procedures, and accurately documenting service completion
Tracks and evaluates the punctuality of field technicians by comparing the estimated time of arrival (ETA) to the actual time of arrival (TOA) for each job
Ensures that field technicians are adhering to their schedules and arriving at job sites on time, helping maintain customer satisfaction and operational efficiency
Works with both the technicians and dispatch team to resolve scheduling issues, optimize routes, and improve overall time management
Evaluates service tickets that necessitate a truck roll, ensuring that each job is properly assessed, prioritized, and assigned to the appropriate field technician
Verifies that all necessary information is included in the ticket, such as equipment needs, job scope, and location details, to prevent delays or miscommunication
Reviews service tickets to identify any inconsistencies, such as missing documentation, inaccurate job descriptions, or discrepancies in technician reporting
Reports inconsistencies to the Dispatch Manager for further review and follow-up, ensuring that any underlying process gaps or errors are corrected to maintain data integrity and improve service outcome
Oversees all communication channels, ensuring that the Dispatch team is responsive to incoming calls from technicians, customers, and other departments
Ensures that Dispatchers are equipped to handle real-time issues, such as technician route changes, customer inquiries, and technical problems
Coordinates with Customer Support and Outside Plant field personnel to troubleshoot problems, adjust schedules, and provide solutions to minimize service interruptions
Proactively contacts customers in the event of scheduling conflicts, delays, or service issues, providing updates and addressing concerns
Ensures that customers are informed of any changes to their service appointments and offers alternative solutions when needed
Participates in regular Lead Meetings with other department heads and leaders to promote interdepartmental collaboration and ensure alignment on operational goals
Provides updates on dispatch operations, and discusses challenges or areas for improvement
Other duties as necessary.
Adheres to team procedures and guidelines, as well as policies outlined in the Race Communications Employee Handbook.
Provides support in identifying training needs and supports professional development initiatives to enhance team skills and performance. Helps onboard and mentor new team members to ensure they are equipped with the knowledge and skills needed to perform their roles safely and effectively.
Provides support to team members on various team matters, ensuring alignment with organizational policies and applicable laws.
Collaborates with team members to maintain a positive work environment by fostering open communication, addressing minor conflicts, and escalating issues as needed.
Helps ensure team members have the tools and resources needed to succeed, assisting in tracking progress toward goals and providing status updates as requested.
Assists in maintaining compliance with company policies, procedures, and regulatory requirements, ensuring team alignment with organizational standards.