Dispatch Manager

smartcare; United States; On-site; USD 65,000 - 84,000; Full time

Job summary

SmartCare in Anaheim, CA is seeking a Dispatch Manager to lead a team of dispatchers and ensure efficient routing of field technicians to service calls. The role emphasizes coaching, accountability, and cross-functional collaboration to consistently meet customer expectations and SLAs.

The position requires strong leadership, communication, and organizational skills, with experience overseeing on-site and remote teams and proficiency in common office software. A high school diploma is required.

Qualifications

• 2+ years of dispatch experience in SLA-driven environment.
• 2+ years leading a team in a customer service/SLA-driven setting.
• Experience overseeing onsite and remote teams preferred.
• 2+ years in a customer service-oriented role.

Responsibilities

• Lead a team of dispatchers to route field technicians to service calls.
• Coach and train dispatchers to exceed customer SLAs and improve efficiency.
• Train new dispatchers with hands-on guidance and support.
• Develop dispatchers to meet individual and departmental metrics.

Skills

Team leadership

Customer service

Communication

Problem solving

Time management

Education

High School diploma

Tools

Google Suite

Microsoft Office

Workday

SAP

CRM

Job description

Dispatch Manager

Anaheim, CA

Salary Range $65,077-$83,664 Annually DOE

Fulltime, M-F, 8-5PM

Summary of the Job

The Dispatch Manager is responsible for leading and developing a team of dispatchers to ensure efficient scheduling, routing, and support of field technicians while consistently meeting customer expectations and service level agreements. This role drives team performance through coaching, training, accountability, and cross-functional collaboration, fostering a high-performing culture focused on operational excellence, customer service, and continuous improvement. The position serves as a key liaison between field operations, leadership, and support teams to ensure effective communication, productivity, and service delivery.

A Day in the Life

• Effectively manage and lead a team of dispatchers to efficiently and productively route field technicians to service calls
• Successfully coach, train, and lead dispatch team to maximize efficiency and productivity in a manner that exceeds customer expectations and/or service level agreements
• Take full ownership of training new dispatchers by giving proper guidance, necessary tools, and a hands‑on style of training that sets a new dispatcher on the path to success
• Successfully coach and develop all dispatchers (new and experienced) to achieve all individual and departmental metrics and SLAs
• Create a positive culture within the dispatch team which is based on accountability, professionalism, respect, high-performance, and teamwork
• Be engaged with the dispatch team and be able to set a clear example of the high expectations of the dispatcher role
• Successfully build rapport with technicians and field leadership by being engaged, communicating, and collaborating for the betterment of the customer as well as service level agreements
• Assume overall responsibility for all tasks performed by the dispatch team daily
• Deliver performance feedback while utilizing proper coaching techniques to every dispatcher in a 1:1 setting
• Thrive in a demanding, fast paced, multi-tasking environment
• Effectively work cross-functionally with other departments (HR, Billing, IT, etc.)
• Successfully lead both onsite and remote dispatch team members
• Effectively communicate and collaborate with peers and all levels of management
• Successfully lead any assigned projects or initiatives
• Perform any other duties assigned by manager(s)
• Participate in and lead training for career development, safety and maintaining required certifications
• Conduct and support client engagement activities to strengthen our relationships with our clients and increase our understanding of their needs

Organizational Core Competencies

• Perform all duties with integrity, safety and a professional mentality
• Promote a positive and inclusive work/team environment
• Communicate all program deficiencies and improvements
• Report all non-conforming work
• Ensure effective communication
• Demonstrate discretion, confidentiality and good judgement when dealing with sensitive company, personnel and client information
• Foster collaboration and communication

Education Requirements

• High School diploma or equivalent

Years of Experience

• 2+ years of experience in dispatch preferred
• 2+ years of experience leading a team in a customer service and/or SLA driven environment
• Experience leading both onsite and remote teams preferred
• 2+ years of experience in a customer service-oriented role required

  Systems

  • Intermediate level experience with Google and Microsoft Office Suite products (Excel, PowerPoint, Word)
  • Experience with Workday preferred
  • Experience and/or ability to learn unique and proprietary software
  • Previous SAP or CRM experience preferred

  Licensures/Training Requirements

  NA

  Soft Skills

  • Excellent organizational, communication and leadership skills, including a demonstrated ability to lead multi-discipline teams and motivate others
  • Ability to interface with cross‑functional teams and all levels of personnel/management
  • Strong problem solving and analytical skills
  • Able to work independently, managing multiple responsibilities (i.e., self‑starter, self‑motivated)
  • Solid organization and time management skills
  • Effective verbal and written communication skills
  • Ability to think and act strategically, logically, and proactively
  • Strong writing and presentation skills
  • Resourcefulness, flexibility, and resiliency to operate in a dynamic work environment
  • Must have a genuine passion for customer service as well as to develop that passion within your team

  Schedule/Essential Physical Functions Disclaimer as applicable

  The schedule and essential physical functions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disability to perform the essential functions. While performing the duties of this job, this position may require the individual to work rotating shifts