Dispatch Supervisor

Integrity Towing Solutions; Raleigh (NC); On-site; USD 42,000 - 57,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Paid Time Off

Disability insurance (short/long term)

401(k) or equivalent benefits

On-site onboarding and structured play

Job summary

Integrity Towing Solutions is seeking a hands-on Dispatch Supervisor to lead a seven-person team in a 24/7 operation. You will own scheduling, performance standards, and shift coverage while personally handling dispatch duties to ensure accurate, courteous service.

You’ll verify tow requests, coordinate releases, and monitor strict 30‑minute on-site responses. Training, documentation, and loss prevention are core priorities for success in this role.

Qualifications

• Prior supervisory or lead experience in dispatch or call-centers.
• Ability to manage a 24/7 operation with shift coverage.
• Strong documentation and cash handling controls.
• Clear communication with police, property managers, drivers.

Responsibilities

• Lead a team of ~7 dispatchers supporting a 24/7 operation with clear expectations and weekly performance metrics.
• Maintain full phone and vehicle-release coverage with zero gaps and clean handoffs.
• Work a dispatch shift personally to coordinate drivers and process vehicle releases.
• Verify, document, and dispatch property tow requests promptly.
• Prioritize police-rotation calls and monitor response to meet the 30-minute contract standard.
• Keep dispatch records complete and audit calls weekly with coaching.
• Own payment processing, cash reconciliation, and investigate discrepancies.
• Train new dispatchers using procedures, tests, and sign-offs.
• Route escalations to owners or leadership and de-escalate tense situations.

Skills

Team leadership

Dispatch supervision

Customer service

High-volume operations

Cash controls

Coaching & training

Tools

Dispatch software

Microsoft 365

Job description

About Us

Integrity Towing Solutions, a leader in private property impound services, is dedicated to delivering excellence and professionalism in the industry. We value integrity, customer satisfaction, and are committed to fostering a supportive and rewarding work environment for our team. We’re looking for a hands‑on leader to run our 24/7 dispatch operation — and if you’re a military veteran or former law enforcement officer, your unique skills and experiences are highly valued here.

The Role

Dispatch is the center of our operation: every inbound call, police‑rotation call, property tow request, vehicle release, payment, and dispatch record runs through this room, around the clock. As Dispatch Supervisor you lead a team of about seven dispatchers, own the schedule and the quality of every call, and work a dispatch shift yourself — you set the standard you hold the team to. You’ll step into a documented operation: an operations manual, a structured training program, and a clear weekly scorecard are already in place. You report to the Branch Manager.

What You’ll Do

• Lead, schedule, and coach a team of ~7 dispatchers supporting a 24‑hour, 7‑day operation — clear expectations, weekly performance numbers, and quarterly one‑on‑ones.
• Maintain full phone and vehicle‑release coverage with zero gaps, and run clean shift handoffs where every open item has an owner, a status, and a next action.
• Work a dispatch shift personally: answer a multi‑line phone system, coordinate drivers, and process vehicle releases with courtesy and precision.
• Ensure property tow requests are verified, documented, and dispatched promptly — and that scheduled vehicle relocations happen exactly as promised.
• Prioritize police‑rotation calls and monitor response so a truck is on‑site within our 30‑minute contract standard.
• Keep dispatch records complete and accurate — the record must tell the story — and audit calls weekly, coaching every miss the same week.
• Own payment and cash controls: card processing, smart‑safe cash reconciliation, and same‑shift investigation of any discrepancy.
• Train new dispatchers using written procedures, observedpractice, knowledge checks, and documented sign‑offs.
• Route escalations quickly to the right owner — account executives, client support, or leadership — and de‑escalate tense situations professionally.

What We Offer

• $42,000 annual salary plus a monthly performance bonus of up to $1,250 tied to your team’s scorecard — up to $57,000 per year all‑in.
• Paid, structured onboarding — you inherit a documented operation, not tribal knowledge.
• Comprehensive medical, dental, and vision insurance, plus short‑and long‑term disability, accident, hospital, and critical illness coverage.
• Paid Time Off: every hour worked earns you additional time off.
• A leadership seat with real authority: the schedule, the training program, and the quality bar are yours.

Preferred Hiring Consideration

• Law Enforcement: your background as a dispatcher, 911 operator/telecommunicator, patrolman, officer, deputy, sheriff, or Border Patrol agent makes you a great fit for this position.
• Military Veterans: your background in any Military Occupational Specialty (MOS) is highly valued, with additionalconsideration for MOSs that relate directly to communications, operations, or logistics.
• Military Spouses: your resilience and dedication make you a perfect fit for our team.

Disabled Veterans: we are committed to providing opportunities to disabled veterans.

Work Opportunity Tax Credit Targeted Groups: we actively seek diverse candidates.

Requirements

What You’ll Need

• Must be at least 21 years old.
• Prior supervisory or lead experience in dispatch, call‑center, public‑safety communications, towing, roadside, or logisticsoperations strongly preferred.
• Calm, decisive leadership in a high‑volume environment — able to make sound decisions with incomplete information and teach others to do the same.
• Strong computer literacy (dispatch software, Microsoft 365) and disciplined, accurate documentation.
• Integrity with cash handling, payments, and records — you treat controls as the job, not paperwork.
• Clear, professional communication with police, property managers, drivers, and vehicle owners, including difficult conversations.
• Acceptable criminal background history and a clear pre‑employment drug screen.