Lead Dispatcher

Wrench Group•Houston, TX

About The Position

The Dispatch Trade Lead is responsible for supporting the Dispatch Manager in overseeing daily operations, driving performance metrics, and maintaining a culture rooted in honesty, integrity, teamwork, and respect. This role sets the tone for professionalism and accountability within the dispatch team. This role serves as the trade-specific dispatch expert for Plumbing, HVAC, or Electrical; Ensures dispatch board accuracy, timely customer communication, job qualification/auditing accuracy, and support of the Dispatch Trade Leads and the Dispatch Manager in maintaining SOP compliance and trade performance. Schedule: 4 day work week including weekends 8am-7pm/6:30am-5:30pm combination schedule Schedule is subject to change

Requirements

High School Diploma or GED required; additional education preferred
2+ years dispatch or contact center experience
Regular and consistent attendanc e is
Demonstrated leadership ability
Strong communication and conflict resolution skills
Data-driven mindset

Nice To Haves

Proficient in ServiceTitan is preferred.

Responsibilities

Dispatch Operations & Workflow Management Coordinate daily dispatch operations, including technician routing, job assignment, and schedule adjustments.
Maintain accuracy of all job details, including reschedules, arrival windows, notes, and follow‑ups.
Verify technician qualifications and availability using skill grids and scheduling tools to ensure proper job‑to‑tech alignment.
Monitor real‑time dispatch activity and operational indicators to identify delays, capacity issues, or workflow disruptions.
Identify schedule gaps or capacity blockers and escalate issues promptly to leadership.
Quality Assurance & Compliance Conduct quality reviews of dispatcher interactions to ensure adherence to scripting, communication guidelines, SOPs, and job audit requirements.
Ensure dispatchers follow job assignment standards, documentation rules, and accuracy expectations.
Report recurring errors or process concerns to the Dispatch Manager for coaching.
Support continuous improvement by upholding and modeling all accuracy, communication, and compliance standards.
Communication & Customer Coordination Ensure timely communication of ETAs, half‑time calls, and delay notifications for scheduled jobs.
Collaborate with the Dispatch Manager and Dispatch Trade Leads to support customer update processes during high‑demand periods or scheduling disruptions.
Facilitate clear communication between office and field teams to resolve issues and maintain service alignment.
Team Leadership & Support Lead daily huddles to communicate workload expectations, schedule updates, and operational priorities.
Assist with scheduling coverage, including weekend oversight, workload balancing, and shift support.
De‑escalate internal and field conflicts professionally by facilitating clear, solution‑focused communication.
Support hiring, training, and onboarding of dispatch team members through shadowing, coaching, and reinforcing best practices.
Promote team accountability, professionalism, and alignment with company values.
Operational Readiness & Planning Support both present‑day execution and next‑day planning to maintain operational readiness.
Review upcoming schedules, appointments, and capacity needs to ensure accurate preparation.
Assist leadership with identifying workflow trends or obstacles that may impact service delivery.
Other duties as assigned.