Dispatch Operations Lead

Job Description

Job Description

The Dispatch Operations Lead is responsible for coordinating, monitoring, and optimizing the daily field operations schedule to ensure timely and efficient service delivery to Hotwire Communications’ customers. This role provides oversight to a team of dispatchers, serves as the central communication point between internal departments and field technicians, and plays a critical role in ensuring excellent customer experiences. The Lead Dispatcher is expected to take ownership of high-volume scheduling, escalate issues proactively, and continuously improve dispatching workflows in a fast-paced telecommunications environment.

RESPONSIBILITIES:  

• Oversee daily dispatching operations for field service teams, ensuring optimal scheduling and resource allocation.
• Lead and mentor dispatch team members, providing training, guidance, and performance feedback.
• Monitor real-time field activity and proactively address delays, rerouting, or escalations as needed to ensure SLA adherence.
• Collaborate with installation, maintenance, customer service, and operations teams to ensure seamless communication and coordination.
• Serve as a liaison between customers, technicians, and internal teams to resolve scheduling conflicts or urgent service requests.
• Review and approve field service routes and appointments to ensure efficient coverage and workload balance.
• Track technician availability, skills, and certifications to assign work orders appropriately.
• Analyze dispatching data and KPIs to identify trends, opportunities for improvement, and operational bottlenecks.
• Utilize dispatching and work order management software effectively, ensuring all systems are updated and accurate.
• Participate in on-call or extended coverage schedules as required.
• Other duties as assigned by the Supervisor.

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.

• Ability to speak clearly using grammatically correct English (Other language skills a plus).
• High School Diploma or equivalent required; Associate’s or Bachelor's degree preferred.
• Minimum of 3 years’ experience in dispatching, logistics, or field service coordination, preferably in telecommunications or utility services.
• At least 1 year of experience in a leadership or supervisory capacity.
• Strong computer literacy and proficiency in dispatch or scheduling platforms.
• Ability to work a flexible schedule, including weekends, evenings, and holidays as needed.

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.