Primary Duties and Responsibilities:
- Team leadership and development: Lead, coach, and evaluate a team of dispatch agents to support daily operations, maintain appropriate staffing coverage, and promote consistent performance.
- Scheduling and workforce coordination: Oversee daily scheduling and dispatch activity by aligning technician skills, availability, certifications, and service requirements to operational needs.
- Route and territory optimization: Monitor routing practices and territory assignments to improve travel efficiency, reduce unnecessary drive time, and support timely service delivery.
- Real-time operational support: Direct real-time schedule adjustments in response to urgent service needs, delays, call volume changes, or other operational issues.
- Performance metrics and reporting: Track, analyze, and report on key operational and team performance measures, including technician utilization, schedule adherence, travel efficiency, and response-time performance.
- Service-level accountability: Help ensure customer commitments and service-level expectations are met through proactive planning, effective communication, and team accountability.
- Business Process Optimization: Proactively identify and implement operational improvements utilizing key performance metrics, dispatch and workforce management tools to support scheduling accuracy, operational visibility, and continuous process improvement.
- Cross-functional collaboration: Collaborate with operational leadership on service demand planning and staffing alignment and partner with Customer Care and Field Operations on priority work and escalations.
Qualifications:
- Leadership experience: Experience leading and developing a dispatch, scheduling, or logistics team in a high-volume service environment.
- Operational systems knowledge: Proficiency with dispatch, workforce management, or field service systems; experience with Oracle Field Service Cloud and Oracle Workforce Management or similar platforms preferred.
- Analytical and problem-solving skills: Ability to assess service demand, staffing needs, and routing challenges and make sound operational decisions in a fast-paced environment.
- Territory and routing knowledge: Strong working knowledge of route planning, geographic territory management, and the operational factors that influence service efficiency, travel time, and schedule reliability.
- Experience: 5 or more years of experience in dispatch, field service coordination, logistics, or related operations, including prior leadership responsibility.
Education: Bachelor’s degree in business logistics, operations, supply chain, business management, or a related field preferred; equivalent relevant experience may be considered.
