Dispatcher Specialist

Houston-Galveston Area Council; Houston (TX); On-site; USD 45,000 - 48,000; Full time

Job summary

Houston-Galveston Area Council seeks a Lead Dispatcher to oversee Tow and Go dispatch operations from Houston TranStar and to ensure compliance with program policies, grant requirements, and service standards. This in-person role trains dispatch staff and maintains active dispatch responsibilities.

The position emphasizes real-time guidance, documentation, and coordination with partners, delivering excellent customer service in a fast-paced environment.

Qualifications

• Experience in dispatching or call center settings.
• Prior lead/supervisory responsibilities.
• Ability to work in a fast-paced environment and remain calm under pressure.
• Strong customer service skills.

Responsibilities

• Serve as Lead Dispatcher on shift and enforce policies.
• Provide real-time guidance to dispatchers.
• Monitor response times and incident documentation.
• Train new dispatchers.
• Dispatch wrecker companies per procedures.
• Monitor ETAs and follow up on delayed responses.

Skills

Dispatching experience

Lead role experience

Call center experience

Customer service under pressure

Education

High school or Associate’s Degree

Tools

Dispatch software

Job description

About Houston-Galveston Area Council

The Houston-Galveston Area Council is one of the largest regional planning commissions in the country with a diverse service area of 13 counties and more than 7 million people. We are the pulse of our region addressing issues that cross city limits and county lines every single day. We make decisions that affect our transportation system, ensure the safety and well-being of our seniors, connect people to jobs, help families recover from natural disasters, preserve water quality for our children, and so much more. We work to make the region a great place to live, work, and thrive.

What will I be doing?

You will serve as the lead dispatcher on shift overseeing daily operations for the Tow and Go dispatchers and ensure compliancewith program policies, grant requirements, and service standards. This position provides training and operational support to dispatch staff whilemaintainingactive dispatch responsibilities.

Specific duties will include:

• Serve as the Lead Dispatcher on shift and ensure dispatchersadhere to the program policy, guidelines, and standard operating procedures.
• Provide real-time guidance and decision-making support to dispatchers.
• Monitor response times, service quality, and incident documentation.
• Train new dispatchers on program policy, systems, and procedures.
• Serve as the primary liaison between coordinated program partners during your shift.
• Maintain active dispatch responsibilities including:
• Receive and process Tow and Go service requests from law enforcement, citizens,andtowing partners.
• Provide great customer service and keepmotoristscalm and safe until help arrives.
• Receive and process service requests, accurately documenting details into the dispatch system.
• Dispatch wrecker companiesin accordance withprogram procedures andguidelines.
• Monitor and track dispatched calls, verifying responseand clearancetimes.
• Accurately document incident detailsand clearance times in dispatch systems.
• Monitor ETAs andfollow up on wreckers with delayed responses.
• Escalate service issues or concerns to yoursupervisor.
• Provide professional and courteous communication withprogram partners.
• Support emergency operations during severe weather or large-scale incidents.

Two opportunities

• This is an in-person position assigned to the morning first shift schedule, working from 6:00 AM to 2:00 PM, and must be able to work from Houston TranStar.
• This is an in-person position assigned to the afternoon second shift schedule, working from 2:00 PM to 10:00 PM, and must be able to work from Houston TranStar.
• This is an in-person position assigned to the overnight third shift schedule, working from 10:00 PM to 6:00 AM, and must be able to work from Houston TranStar.

Key Qualifications

• Experience with working in dispatching or a call center setting is preferred
• Experience with serving as a lead and providing additional support
• Experience with working in a fast-paced environment
• Must have strong customer service skills with the ability to remain calm under pressure

Do you have...

• High school or Associate’s Degree
• Entry-level position

Preferred

• 1-3 years of experience with dispatching or working in a call center environment

Salary Range- $45,000.00-$48,395.70

All employees of H-GAC are required to reside within the agency’s region of service to support our commitment to excellence in serving our region.

H-GAC is an equal opportunity/ADA employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, or protected veteran status.

All employees of H-GAC are required to reside within the agency’s region of service to support our commitment to excellence in service of our region.

H-GAC is an equal opportunity/ADA employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, or protected veteran status.