The Dispatch Supervisor oversees daily dispatch operations to ensure efficient scheduling and routing of field technicians or drivers. This role supervises dispatch personnel, monitors workflow, and implements processes that promote productivity, accuracy, and high levels of customer satisfaction. This role plays a key role in minimizing missed appointments and maximizing Technical Field personnel productivity.
RESPONSIBILITIES:
- Supervise the dispatch team to ensure efficient assignment and routing of service calls or deliveries.
- Monitor dispatch schedules and adjust in real-time to accommodate delays, absences, or priority changes.
- Train, mentor, and evaluate dispatch staff to ensure compliance with company policies and quality standards.
- Implement best practices and continuous improvements in routing and dispatch processes.
- Collaborate with operations, customer service, and field staff to resolve scheduling conflicts or service issues.
- Ensure all dispatching systems and logs are accurately maintained and updated in real-time.
- Analyze data and generate reports on dispatch performance, productivity, and service metrics.
- Maintain up-to-date knowledge of company services, service areas, and geographical boundaries.
- Manage escalated issues related to scheduling, service delays, or routing errors.
- Assist in developing and enforcing safety procedures for dispatch and field operations.
- Ensure timely communication with customers regarding appointments, service changes, or delays.
- Evaluate current software or tools used for dispatching and recommend improvements or upgrades.
- Handle time-off requests and scheduling coverage for dispatch personnel.
- Ensure adherence to DOT regulations as applicable and company compliance policies.
- Analyze performance metrics and produce reports.
- Other duties as assigned by the Supervisor.
- Must be able to work weekends.
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.
- High School Diploma or equivalent required; Associate's or Bachelor’s degree in Business, Operations, or related field is preferred.
- Minimum 3 - 5 years of experience in dispatch operations, preferably within telecommunications, utilities, or a related field.
- Minimum 1–2 years of supervisory or team leadership experience in a fast-paced, customer-focused environment.
- Proven ability to lead and coach teams, manage performance, and handle escalated issues professionally.
- Strong proficiency with dispatch software systems, workforce management tools, and Excel (reporting, scheduling, and analysis).
- Demonstrated ability to manage schedules, prioritize tasks, and balance operational demands with customer satisfaction.
- Excellent communication, problem-solving, and decision-making skills.
- Bilingual (English/Spanish or other language) is a plus.
- Must be able to work weekends.
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.