Operations Lead: Call Center, Dispatch & Office

Premier Service Company Inc; Tuscaloosa (AL); On-site; USD 50,000 - 80,000; Full time

Job summary

Premier Service Company, Inc. is seeking an Office Manager / Call Center & Dispatch Manager to lead the daily operations of the office, customer service, and dispatch departments. The role focuses on coaching staff, maximizing booked opportunities, and delivering exceptional customer communication.

The manager will monitor call center activity, ensure efficient technician dispatch, and maintain accountability across the office to support service goals and revenue targets.

Qualifications

• Experience leading office, call center, and dispatch operations.
• Strong customer service orientation and accountability.
• Ability to monitor performance metrics and coach teams.

Responsibilities

• Lead daily operations of office, call center, and dispatch.
• Coach CSRs and dispatchers to meet booked-appointment and utilization targets.
• Ensure accurate data entry into ServiceTitan and other systems.
• Maintain schedules, coverage, and onboarding for office staff.
• Monitor KPIs such as call answer rate, bookings, and revenue targets.

Skills

Customer service

Leadership

Coaching

Communication

Time management

Problem solving

Tools

ServiceTitan

Microsoft Office

Job description

Premier Service Company, Inc. is seeking an Office Manager / Call Center & Dispatch Manager to lead the daily operations of the office, customer service, and dispatch departments. The role focuses on coaching staff, maximizing booked opportunities, and delivering exceptional customer communication.

The manager will monitor call center activity, ensure efficient technician dispatch, and maintain accountability across the office to support service goals and revenue targets.