Dispatch Operations Lead

Hotwire Communications; Fort Lauderdale (FL); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

401K Retirement Plan with CompanyMatch

Paid Vacation and Sick Time

Hotwire Service Discounts

Job summary

Hotwire Communications is seeking a Dispatch Operations Lead responsible for optimizing daily field operations. You will coordinate scheduling and serve as a central communication point between internal departments and field technicians.

The ideal candidate will have at least 3 years of experience in dispatching and a strong ability to lead a team. Benefits include a 401K with company match and discounted services for employees.

Qualifications

• Ability to speak clearly using grammatically correct English.
• Minimum of 3 years’ experience in dispatching or logistics.
• At least 1 year of experience in a supervisory capacity.
• Strong computer literacy.
• Ability to work a flexible schedule.

Responsibilities

• Oversee daily dispatching operations for field service teams.
• Lead and mentor dispatch team members.
• Monitor real-time field activity and address delays.
• Collaborate with installation, maintenance, and customer service teams.
• Resolve scheduling conflicts between customers and technicians.
• Review and approve field service routes.
• Track technician availability and skills.
• Analyze dispatching data to identify trends.
• Utilize dispatching and work order management software.
• Participate in on-call or extended coverage schedules.

Skills

Dispatch coordination

Leadership

Critical thinking

Communication

Scheduling software proficiency

Education

High School Diploma

Associate's or Bachelor's degree

Tools

Dispatch software

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, escalated 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:

• 401K Retirement Plan with Company Match
• Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!)
• 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

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.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.