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Supervisor, Dispatch

1 month ago

Houston, United States Ezee Fiber Full time
Job Title: Dispatch Supervisor - Onsite

Location: 5959 Corporate Dr Houston, TX 77036

At Ezee Fiber, we're dedicated to providing innovative and reliable fiber optic solutions that enhance connectivity and communication. Our brand stands for excellence, cutting-edge technology, and exceptional customer service. We pride ourselves on a collaborative and dynamic work environment where creativity and technical expertise drive our success.

Job Summary:
The Dispatch Supervisor oversees the daily operations of the dispatch department, ensuring timely, efficient, and accurate coordination of quota and work force management logistics. This position requires strong leadership and communication skills to manage dispatch personnel, optimize routes, maintain safety and compliance standards, and ensure customer satisfaction. The Dispatch Supervisor will partner with field staff, Contact Center, Sales, and other departments to ensure seamless operations.

Key Responsibilities:

1. Supervision & Leadership
  • Supervise and direct the dispatch team, ensuring all dispatchers are trained, efficient, and meet company performance standards.
  • Monitor the performance of dispatch staff, provide feedback, and assist with troubleshooting issues.
  • Implement effective strategies to ensure timely dispatch of all routed work and proactively address delays or service issues.
  • Foster a positive and collaborative work environment within the dispatch team.

2. Routing & Scheduling
  • Plan and optimize delivery routes for field technicians based on various factors such as distance, traffic, delivery windows, and customer priorities.
  • Ensure that all field visits are made on time and according to schedule.
  • Adjust schedules and routes as necessary in response to changes in demand, delays, or unforeseen issues (weather, traffic, etc.).

3. Communication & Coordination
  • Serve as the primary point of contact between drivers, customers, and other internal departments (e.g. sales, customer service, and management).
  • Ensure clear and effective communication with field leaders and technicians on schedules, and route adjustments.
  • Address and resolve any operational challenges or concerns raised by customers, field staff, or direct reports.

4. Operational Efficiency & Compliance
  • Ensure compliance with all regulatory requirements, including safety, transportation, and company policies.
  • Monitor dispatch and quota performance, ensuring that all work is properly maintained, inspected, and compliant with field operations standards.
  • Review and analyze dispatch logs and data to identify opportunities for process improvement and cost reduction.

5. Reporting & Documentation
  • Maintain accurate records of all dispatch activities, including routing and quota deliverables and employee performance.
  • Provide regular reports to management regarding key performance indicators (KPIs) such as on-time service rates, quota allocation, and assigned work productivity.

6. Problem Resolution
  • Troubleshoot and resolve operational issues such as delays, traffic problems, or customer complaints in a timely and professional manner.
  • Handle emergency situations or last-minute changes with minimal disruption to operations.

7. Training & Development
  • Conduct training sessions for new dispatchers and quota coordinator, ensuring they understand company protocols, routing software, safety regulations, and customer service expectations.
  • Provide ongoing coaching and development to the dispatch team, keeping them updated on industry best practices and technology.

Qualifications:

Education & Experience:
  • High school diploma or equivalent; Associate's or Bachelor's degree in Logistics, Supply Chain Management, or a related field is a plus.
  • 3+ years of experience in a dispatch or logistics role, with at least 1 year in a supervisory or leadership capacity.
  • Experience with dispatch management software or routing tools Skills:
  • Strong organizational and time-management skills with the ability to manage multiple tasks simultaneously.
  • Excellent verbal and written communication skills.
  • Ability to lead and motivate a team.
  • Strong problem-solving skills and the ability to make quick decisions under pressure.
  • Familiarity with transportation laws and safety regulations.
  • Proficient in Microsoft Office Suite and dispatch software Physical Requirements:
  • Ability to sit or stand for extended periods and occasionally lift items up to [20] pounds.
  • Ability to work in a fast-paced, deadline-driven environment.

Pay & Benefits
  • Competitive compensation package
  • Health, Dental, and Vision insurance
  • 401k match
  • Paid time off and other generous benefit programs
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