Director of Dispatch Operations

The Director of Dispatch Operations is the key driver in providing vision, direction, and leadership to the Field Operations Dispatch Department. Responsible for directing, planning, organizing, and coordinating all aspects of the Dispatch functions. This individual will formulate and maintain strategic and tactical KPIs and service goals, general operating procedures, policies, training programs, and implement approved changes. Will look for continuous improvements to enhance service and the environment. In this role, you will inspire excellence regarding our service to the field and to our customer promise and provide visible and collaborative leadership with all departments to assess the current state and define actions to achieve or exceed goals and plan future needs/enhancements.

Responsibilities:

1. Oversee the strategic and day-to-day responsibilities of the Dispatch department, ensuring smooth and efficient execution of duties to keep the business’ workforce at peak performance.
2. Monitor and maintain a closed loop feedback process to gather and identify and action opportunities across People, Process and Technology.
3. Directly manage Dispatch management and agents by providing leadership, coaching, and developmental support
4. Partner with business stakeholders to develop strong working relationships to continuously evolve operational processes to best service our customers.
5. Continuous improvement in the areas of cost/financials, service quality and speed, work and environment satisfaction.
6. Maintain and develop internal department quality standards and scorecards.
7. Assess support interactions based on internal standards.
8. Conduct regular team, direct report meetings.
9. Continuously review reporting for additional opportunities to better understand and manage the business.
10. Participate in calibration sessions to maintain consistency in internal evaluations.
11. Other duties as required or assigned.

Minimum Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Bachelor’s degree in business, or an appropriate equivalent from an accredited university.
• Minimum 2+ years of leadership experience.
• At least 2+ years of either Workforce Management, Dispatch, or Project Management experience, including a management role.
• A strong understanding of the workforce management environment.
• Knowledge of Workforce management tools and strategies. Contact center experience beneficial with working knowledge of Call Center concepts, practices, and procedures
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook)
• Must embrace company principles and demonstrate understanding of Hotwire’s concierge service culture
• Industry-related experience preferred.

Ability and willingness to work a flexible Full-Time schedule that may include weekends and holidays.

BENEFITS: 

We truly appreciate and value all our employees and show our appreciation by offering a wide range of benefits, including: 

• Comprehensive Healthcare/Dental/Vision Plans
• 401K Retirement Plan with Company Match
• Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!)
• Paid Volunteer Time
• Paid Parental Leave
• Hotwire Service Discounts – for employees who live on a property serviced by Hotwire.  Discounted service offerings are provided for high-speed internet, video service, phone, and security service
• Employee Referral Bonuses
• Exclusive Entertainment Discounts/Perks 

 

Hotwire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.