Lead Dispatcher

Dispatch Trade LeadThe Dispatch Trade Lead is responsible for supporting the Dispatch Manager in overseeing daily operations, driving performance metrics, and maintaining a culture rooted in honesty, integrity, teamwork, and respect. This role sets the tone for professionalism and accountability within the dispatch team. This role serves as the trade-specific dispatch expert for Plumbing, HVAC, or Electrical; ensures dispatch board accuracy, timely customer communication, job qualification/auditing accuracy, and support of the Dispatch Trade Leads and the Dispatch Manager in maintaining SOP compliance and trade performance.Schedule:4 day work week including weekends 8am-7pm/6:30am-5:30pm combination scheduleSchedule is subject to changeWhat's In It For Me?Market Value CompensationPTO PlanHealth, Vision and Dental plans for you and your family to choose from401K Retirement Plan with company match up to 30%Life Insurance, Short-Term and Long-Term DisabilitySpecial Program Options: FSA, EPA, Legal Services, and Identity TheftContinuous Training for your Professional DevelopmentWorking in a dynamic, collaborative, and fun environmentCoached and supported career growthResponsibilitiesWhat Will I Do?Dispatch Operations & Workflow ManagementCoordinate daily dispatch operations, including technician routing, job assignment, and schedule adjustments.Maintain accuracy of all job details, including reschedules, arrival windows, notes, and follow-ups.Verify technician qualifications and availability using skill grids and scheduling tools to ensure proper job-to-tech alignment.Monitor real-time dispatch activity and operational indicators to identify delays, capacity issues, or workflow disruptions.Identify schedule gaps or capacity blockers and escalate issues promptly to leadership.Quality Assurance & ComplianceConduct quality reviews of dispatcher interactions to ensure adherence to scripting, communication guidelines, SOPs, and job audit requirements.Ensure dispatchers follow job assignment standards, documentation rules, and accuracy expectations.Report recurring errors or process concerns to the Dispatch Manager for coaching.Support continuous improvement by upholding and modeling all accuracy, communication, and compliance standards.Communication & Customer CoordinationEnsure timely communication of ETAs, half-time calls, and delay notifications for scheduled jobs.Collaborate with the Dispatch Manager and Dispatch Trade Leads to support customer update processes during high-demand periods or scheduling disruptions.Facilitate clear communication between office and field teams to resolve issues and maintain service alignment.Team Leadership & SupportLead daily huddles to communicate workload expectations, schedule updates, and operational priorities.Assist with scheduling coverage, including weekend oversight, workload balancing, and shift support.De-escalate internal and field conflicts professionally by facilitating clear, solution-focused communication.Support hiring, training, and onboarding of dispatch team members through shadowing, coaching, and reinforcing best practices.Promote team accountability, professionalism, and alignment with company values.Operational Readiness & PlanningSupport both present-day execution and next-day planning to maintain operational readiness.Review upcoming schedules, appointments, and capacity needs to ensure accurate preparation.Assist leadership with identifying workflow trends or obstacles that may impact service delivery.Other duties as assigned.QualificationsDo I Have What It Takes?High School Diploma or GED required; additional education preferred2+ years dispatch or contact center experienceRegular and consistent attendance is required.Demonstrated leadership abilityStrong communication and conflict resolution skillsData-driven mindsetProficient in ServiceTitan is preferred.Wrench Group and its affiliates are proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, genetic information, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. The company encourages all qualified candidates who are eligible to work in the United States to apply, but it does not sponsor applicants or employees who require a visa to work legally.