Dispatch Supervisor

3 weeks ago

houston, United States Lyte Fiber, LLC Full time

Position Description:

Lyte Fiber, LLC (“Lyte”) is seeking a skilled and organized Dispatch Supervisor to build and lead a team of dispatchers responsible for coordinating field technician routes, communicating with customers, and performing Tier 1 troubleshooting of account and provisioning issues during installation or service calls. Lyte is a private equity backed fiber broadband start-up with ambitious plans to scale and expand its FTTH, SMB and MDU business lines across multiple regions. This role is essential in ensuring the smooth and efficient scheduling of our technicians, making it critical to customer satisfaction and operational efficiency. The Dispatch Supervisor will work closely with the operations and service teams to maintain schedules and will oversee the dispatch function to ensure technicians are deployed effectively to meet customer needs.

This position will also require developing the internal processes and system requirements to support the organization in addition to working closely with other departments to streamline processes, improve service delivery and meet Lyte’s growth and operational KPIs. This individual should feel comfortable working in a fast-paced environment while being committed to ensuring that Lyte provides exceptional service to a growing customer base. The ideal candidate will have a strong understanding of fiber service installation processes, team leadership experience, and proficiency in OSS/BSS tools.


Duties and Responsibilities:


  • Build and lead a team of dispatchers responsible for scheduling and coordinating technicians for installation and repair services.
  • Develop and implement dispatch processes that ensure efficient technician routing and schedule adherence.
  • Ensure customer installation and service tickets are completed within Lyte Fiber’s SLA’s.
  • Ensure dispatchers manage technician workloads to meet customer demand, minimize idle time, and respond to service calls in a timely manner.
  • Maintain and adjust daily, weekly, and monthly dispatch schedules to ensure coverage and flexibility to meet service demands.
  • Work with Service Delivery Supervisor and field technicians to optimize routing strategies, minimize travel times, and ensure efficient use of company resources.
  • Oversee the use of COS OSS/BSS systems for scheduling, routing, and technician communication.
  • Train and mentor dispatch team members, ensuring they are proficient in using OSS/BSS tools and following company protocols.
  • Create and monitor key performance indicators (KPIs) related to dispatch efficiency, technician productivity, and customer service response times.
  • Implement customer-first initiatives to improve service experience by ensuring accurate, timely dispatching and communication with customers about service windows.
  • Collaborate with other departments to continuously improve processes and resolve scheduling challenges.
  • Maintain accurate records of dispatch activities, technician schedules, and service completion times.
  • Support the operations team by ensuring dispatchers are aligned with service goals and technician availability.

·       May require working outside regular business hours to address urgent service delivery issues.


Minimum Qualifications:

  • High school diploma or GED equivalent.
  • At least 5 years of experience in a dispatch or scheduling role, preferably within the telecommunications or utility industry.
  • Experience with OSS/BSS systems, specifically COS or similar platforms.
  • Proven leadership and management skills, with experience building and leading teams.
  • Excellent organizational and problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment.
  • Strong communication skills, both written and verbal.
  • Proficiency in working with scheduling software and tools, with the ability to train others.


Preferred Qualifications:


  • Experience in fiber optic service scheduling and coordination.
  • 3+ years of leadership experience in a dispatch or scheduling environment.
  • Familiarity with fiber-to-the-home (FTTH) installations and repair processes.
  • Bilingual communication skills are a plus.


Physical Demands and Work Environment:

  • Prolonged periods of sitting and working at a computer.
  • Ability to communicate with field staff and office teams effectively.
  • Occasionally required to travel locally to meet with field technicians and observe operational processes.


About Lyte Fiber:


Founded in 2023 in Houston, Texas, Lyte Fiber is dedicated to providing the fastest and most reliable home and business fiber optic internet to communities across Texas and beyond. Formed in partnership with SDC Capital Partners, a leading digital infrastructure investment firm, Lyte was started by internet industry veterans passionate about offering a best-in-class customer experience, building a great workplace, and connecting Texas communities. As part of its commitment to each community it serves, Lyte pledges a 1 percent giveback to local charities and causes annually. For more information, visit www.lytefiber.com.



Lyte Fiber, LLC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy and sexual orientation), gender identity, national origin or ancestry, citizenship, ethnicity, genetic information, age, or protected veteran status and will not be discriminated against on the basis of physical or mental disability or any other characteristic protected by federal or Texas law.

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