Dispatch Team Lead - SLA-Driven Coach

Smart Care Equipment Solutions; Anaheim (CA); On-site; USD 65,000 - 84,000; Full time

Job summary

Smart Care is seeking a Dispatch Manager in Anaheim, CA to lead a team of dispatchers, optimize routing for field technicians, and ensure service levels are met. This full-time role requires coordinating with cross-functional teams and coaching staff to achieve operational excellence.

You will drive training, monitor metrics, and build a high-performing culture focused on customer satisfaction and efficient service delivery.

Qualifications

• 2+ years of dispatch experience
• 2+ years leading a team in a SLA-driven environment
• Experience leading onsite and remote teams
• 2+ years in a customer service-oriented role
• Strong office software skills (Google/Microsoft)
• Familiarity with SAP/CRM or similar systems

Responsibilities

• Lead and develop a dispatch team to route field technicians efficiently
• Coach, train, and manage dispatchers to meet SLAs
• Train new dispatchers with hands-on guidance
• Monitor metrics and drive performance improvements
• Collaborate with HR, Billing, IT and other departments
• Manage daily dispatch tasks and cross-functional projects
• Engage clients to strengthen relationships and service delivery

Skills

Dispatch leadership

Team management

Customer service

Communication

Problem solving

Time management

Education

High School diploma or equivalent

Tools

Google Workspace

Microsoft Office

Workday

CRM software

SAP

Job description

Smart Care is seeking a Dispatch Manager in Anaheim, CA to lead a team of dispatchers, optimize routing for field technicians, and ensure service levels are met. This full-time role requires coordinating with cross-functional teams and coaching staff to achieve operational excellence.

You will drive training, monitor metrics, and build a high-performing culture focused on customer satisfaction and efficient service delivery.