Dispatch Team Lead

Our Client Overview Founded in 2017, our client operates regionally throughout the Northeast and Mid-Atlantic as a provider of a wide range of home services including HVAC, plumbing, and electrical services. A focus on people, technology, and operations has helped our client be recognized as one of the fastest-growing HVAC, Plumbing, and Electrical Services providers in both the residential and commercial segments. They understand that a home is their customers biggest investment and that they want to keep it in top condition. To achieve this, they are committed to living out our values of providing quality service each day to best serve homeowners. They strive to maintain our commitment of excellence in service through high-quality partnerships with other like-minded organizations with a people-first vision. Position Summary The Dispatch Team Lead is responsible for supervising a designated group of dispatchers, ensuring daily operations run smoothly and service standards are consistently met. This role focuses on monitoring performance, coaching team members, managing escalations, and maintaining a high level of quality and efficiency in dispatch operations. Key Responsibilities Team Supervision & Leadership Oversee daily activities of assigned dispatchers, ensuring adherence to schedules and operational procedures. Act as the first point of contact for escalated calls, service issues, and complex dispatch scenarios. Promote a positive, professional team environment that fosters accountability and collaboration. Performance Monitoring & Quality Assurance Conduct regular quality assessments of dispatcher performance using defined KPIs. Review call recordings, dispatch logs, and workflow data to identify strengths and areas for improvement. Maintain clear, accurate documentation of assessments and provide feedback in a constructive manner. Coaching & Training Deliver documented coaching sessions to address performance gaps and develop skills. Coordinate and/or lead training sessions to reinforce best practices, technical knowledge, and customer service standards. Collaborate with management to update training materials and SOPs based on feedback and operational needs. Operational Excellence Ensure all dispatch activities align with company policies, compliance requirements, and customer expectations. Monitor workload distribution and adjust assignments as needed to optimize efficiency. Provide operational support during peak times or staffing shortages. Qualifications Required: Previous experience in dispatch operations and a leadership or supervisory role. Strong leadership and interpersonal skills, with the ability to coach and inspire a team. Excellent problem-solving and decision-making skills under pressure. Proficiency with dispatch systems, communication platforms, and MS Office tools. Strong organizational skills and attention to detail. Ability to work flexible hours, including weekends or holidays as needed. Preferred Skills Experience in logistics, transportation, or field services. Knowledge of performance management systems. Working Conditions Office environment with occasional interruptions. Moderate noise level. Evening, daytime, weekend, and holiday hours may be required. Compensation & Benefits Paid time off (PTO) & Holiday pay according to company policy. Continuous training and development opportunities. Medical, Dental, and Vision Insurance. 401K Plan with Company Match. Long-Term Disability. Company Paid Life Insurance. Flexible Spending Account Great Company Culture.