Dispatch Supervisor

Hotwire Communications; Fort Lauderdale (FL); On-site; USD 52,000 - 68,000; Full time

Job summary

Hotwire Communications is seeking a Dispatch Supervisor in Fort Lauderdale to oversee daily dispatch operations, optimize routing for field technicians, and ensure timely, accurate service delivery.

You will lead the dispatch team, monitor schedules in real time, train staff, enforce safety and DOT policies, collaborate with operations and customer service, and generate performance reports for continuous improvement.

Qualifications

• Minimum 3–5 years of dispatch operations experience in telecom, utilities, or related field.
• 1–2 years of supervisory or team leadership experience in a fast-paced environment.
• Proven ability to lead, coach teams, manage performance, and handle escalated issues.
• Strong proficiency with dispatch software, workforce tools, and Excel.

Responsibilities

• Supervise the dispatch team to ensure efficient assignment and routing of service calls or deliveries.
• Monitor dispatch schedules and adjust in real-time to delays or priority changes.
• Train, mentor, and evaluate dispatch staff for policy and quality compliance.
• Implement best practices and continuous improvements in routing and dispatch processes.
• Collaborate with operations, customer service, and field staff to resolve scheduling conflicts.

Skills

Leadership

Communication

Problem solving

Bilingual (English/Spanish)

Education

High School Diploma or equivalent

Associate's or Bachelor's degree in Business, Operations, or related field

Tools

Dispatch software systems

Workforce management tools

Excel (reporting, scheduling, analysis)

Job description

Hotwire Technology Center
2100 W Cypress Creek Rd
Fort Lauderdale, FL 33309, USA

The Dispatch Supervisor oversees daily dispatch operations to ensure efficient scheduling and routing of field technicians or drivers. This role supervises dispatch personnel, monitors workflow, and implements processes that promote productivity, accuracy, and high levels of customer satisfaction. This role plays a key role in minimizing missed appointments and maximizing Technical Field personnel productivity.

Responsibilities

• Supervise the dispatch team to ensure efficient assignment and routing of service calls or deliveries.
• Monitor dispatch schedules and adjust in real-time to accommodate delays, absences, or priority changes.
• Train, mentor, and evaluate dispatch staff to ensure compliance with company policies and quality standards.
• Implement best practices and continuous improvements in routing and dispatch processes.
• Collaborate with operations, customer service, and field staff to resolve scheduling conflicts or service issues.
• Ensure all dispatching systems and logs are accurately maintained and updated in real-time.
• Analyze data and generate reports on dispatch performance, productivity, and service metrics.
• Maintain up-to-date knowledge of company services, service areas, and geographical boundaries.
• Manage escalated issues related to scheduling, service delays, or routing errors.
• Assist in developing and enforcing safety procedures for dispatch and field operations.
• Ensure timely communication with customers regarding appointments, service changes, or delays.
• Evaluate current software or tools used for dispatching and recommend improvements or upgrades.
• Handle time‑off requests and scheduling coverage for dispatch personnel.
• Ensure adherence to DOT regulations as applicable and company compliance policies.
• Analyze performance metrics and produce reports.
• Other duties as assigned by the Supervisor.
• Must be able to work weekends.

Minimum Qualifications

• High School Diploma or equivalent required; Associate's or Bachelor’s degree in Business, Operations, or related field is preferred.
• Minimum 3 – 5 years of experience in dispatch operations, preferably within telecommunications, utilities, or a related field.
• Minimum 1–2 years of supervisory or team leadership experience in a fast‑paced, customer‑focused environment.
• Proven ability to lead and coach teams, manage performance, and handle escalated issues professionally.
• Strong proficiency with dispatch software systems, workforce management tools, and Excel (reporting, scheduling, and analysis).
• Demonstrated ability to manage schedules, prioritize tasks, and balance operational demands with customer satisfaction.
• Excellent communication, problem‑solving, and decision‑making skills.
• Bilingual (English/Spanish or other language) is a plus.
• Must be able to work weekends.

Benefits

• 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.