Dispatch Manager at Smart Care in USA - California - Anaheim

Job description

• The Dispatch Manager is responsible for leading and developing a team of dispatchers to ensure efficient scheduling, routing, and support of field technicians while consistently meeting customer expectations and service level agreements. This role drives team performance through coaching, training, accountability, and cross-functional collaboration, fostering a high-performing culture focused on operational excellence, customer service, and continuous improvement. The position serves as a key liaison between field operations, leadership, and support teams to ensure effective communication, productivity, and service delivery.

Responsibilities

• Effectively manage and lead a team of dispatchers to efficiently and productively route field technicians to service calls
• Successfully coach, train, and lead dispatch team to maximize efficiency and productivity in a manner that exceeds customer expectations and/or service level agreements
• Take full ownership of training new dispatchers by giving proper guidance, necessary tools, and a hands-on style of training that sets a new dispatcher on the path to success
• Successfully coach and develop all dispatchers (new and experienced) to achieve all individual and departmental metrics and SLAs
• Create a positive culture within the dispatch team which is based on accountability, professionalism, respect, high-performance, and teamwork
• Be engaged with the dispatch team and be able to set a clear example of the high expectations of the dispatcher role
• Successfully build rapport with technicians and field leadership by being engaged, communicating, and collaborating for the betterment of the customer as well as service level agreements
• Assume overall responsibility for all tasks performed by the dispatch team daily
• Deliver performance feedback while utilizing proper coaching techniques to every dispatcher in a 1:1 setting
• Thrive in a demanding, fast paced, multi-tasking environment
• Effectively work cross-functionally with other departments (HR, Billing, IT, etc.)
• Successfully lead both onsite and remote dispatch team members
• Effectively communicate and collaborate with peers and all levels of management
• Successfully lead any assigned projects or initiatives
• Perform any other duties assigned by manager(s)
• Participate in and lead training for career development, safety and maintaining required certifications
• Conduct and support client engagement activities to strengthen our relationships with our clients and increase our understanding of their needs

Requirements

• High School diploma or equivalent
• 2+ years of experience in dispatch preferred
• 2+ years of experience leading a team in a customer service and/or SLA driven environment
• Experience leading both onsite and remote teams preferred
• 2+ years of experience in a customer service-oriented role required
• General office experience preferred
• Intermediate level experience with Google and Microsoft Office Suite products (Excel, PowerPoint, Word)
• Experience with Workday preferred
• Experience and/or ability to learn unique and proprietary software
• Previous SAP or CRM experience preferred
• NA
• Excellent organizational, communication and leadership skills, including a demonstrated ability to lead multi-discipline teams and motivate others
• Ability to interface with cross-functional teams and all levels of personnel/management
• Strong problem solving and analytical skills
• Able to work independently, managing multiple responsibilities (i.e., self-starter, self-motivated)
• Solid organization and time management skills
• Effective verbal and written communication skills
• Ability to think and act strategically, logically, and proactively
• Strong writing and presentation skills
• Resourcefulness, flexibility, and resiliency to operate in a dynamic work environment
• Must have a genuine passion for customer service as well as to develop that passion within your team

Skills

Required

• Strong writing and presentation skills

Preferred

• Experience with Workday preferred
• Previous SAP or CRM experience preferred