Encompass Onsite
Location
Fort Lauderdale, FL | United States
Job description
NATURE OF WORK
The Dispatch Manager is responsible for the day-to-day operations and management of the dispatch department and provides consistent support, coaching, and leadership to the dispatch team. The dispatch manager reports to the Associate Vice President of Internal Services. As the manager of a team of employees and subcontractors, technicians and responsible for creating the daily coverage schedule based on the availability of your team, keeping morale and engagement high, monitoring the quality and progress of technicians and subcontractors’ daily tasks, providing superior customer service to our customers and technicians, and setting a positive example for the rest of the team. The dispatch manager must provide accurate, prompt coordination and supervision of handypersons, floor technicians, and construction cleaning services to ensure the smooth operation of the dispatch process. The dispatch manager will liaise with the operations and finance departments to ensure service continuity and meet reporting expectations.
EXAMPLES OF ESSENTIAL DUTIES
Supervise and direct workers, subcontractors, materials, equipment, and service vehicles.
Communicate customer needs to technicians and subcontractors, monitor progress, and coordinate responses.
Manage departmental budget and track metrics related to time, requests, cost, and staffing.
Hire, train, mentor, and evaluate staff, set schedules, and develop training programs.
Perform tasks related to personnel issues such as performance evaluation, scheduling, training, and managing department budget.
Monitor dispatchers and subcontractors to promptly communicate all schedule changes with Directors, Dispatch Coordinator, Site Managers, and technicians.
Ensure dispatchers assign same-day trips to available drivers to ensure on-time performance, minimize crew wait times, and maintain system productivity.
Act as a point of escalation for dispatchers and subcontractors in case of emergencies and customer complaints.
Proactively assess staffing needs determined by service hours and peak call periods.
Create staff schedules based on demand and dispatcher availability.
Manage Encompass One database, creating projects, quotes, and work tickets, assigning work tickets to technicians and subcontractors.
Manage semi-monthly payroll for the dispatch department.
Ensure prompt investigation and resolution of complaints and incidents in compliance with company policy.
Report all accidents and incidents according to established company procedures to ensure the highest level of safety for drivers and crew.
Organize and manage onboarding and training for new hires.
Ensure dispatch protocols comply with company policies, procedures, and industry standards.
Ensures all safety regulations are being observed and report any violations.
Monitor dispatch performance related to driver incidents and other potential service disruptions.
Manage coverage during peak service times and employee shortages.
Ensure dispatchers document daily events related to service accurately and appropriately.
The dispatch department provides support 24/7/365 operations, so the dispatch manager must be available to work flexible and varied shifts based on work ticket volume, as required.
Collaborate daily with senior management and other operations, supply chain, and finance members.
KNOWLEDGE, SKILLS AND ABILITIES
Outstanding Communication Skills – The ability to communicate clearly and effectively with all levels of personnel, including technicians, managers, directors, executives, and subcontractors.
Superior organizational and prioritization skills with the ability to shift between tasks, communicate and delegate tasks to subcontractors, and dispatch employees daily.
Proactive attitude and flexibility to keep track of many moving pieces, including advising technicians on tasks, collaborating with managers, answering phones, assigning, and updating work tickets, monitoring GPS, and monitoring and updating schedules for a busy and growing dispatch department.
Problem-solving – Ability to solve issues as they arise, often requiring independent thinking. The dispatch manager must exercise calm leadership and decisive judgment in high-pressure situations and be able to direct others to take appropriate action under stressful conditions to mitigate the operational impact.
Advanced proficiency in Microsoft Word, Excel, and Outlook. Willingness to learn new programs and adapt to changes in technology.
Must demonstrate an eagerness to learn and be trained.
Management, Dispatch, floor care, and construction cleaning experience.
PHYSICAL DEMANDS
Must use sensory skills to effectively communicate and interact with employees, subcontractors, and the public using the telephone or in person.
Physical capability to effectively use and operate various items of office and field operations-related equipment, such as, but not limited to, computers, copiers, high & low-speed machines, and other facility maintenance types of equipment.
Standing, walking, moving, climbing, carrying, bending, or kneeling, reaching, sitting, standing, pushing, pulling, crawling, and handling
MINIMUM REQUIREMENTS
3+ years of Management, Dispatch, floor care, and construction cleaning experience
Experience in facilities and maintenance. Aptitude and ability to advise and train technicians in handyman skills and floor maintenance techniques, including frequency of care. HVAC, electrical, and plumbing aptitude is highly desired.
4+ years of customer service experience.
3+ years of management experience in a call center or high-call-volume environment. Experience scheduling part-time and full-time staff based on availability.
Experience tracking and correcting time-keeping records.
Ability to communicate (read, write, and speak) in English is required; bilingual Spanish is a plus.
High School or GED Diploma
Valid Florida Driver’s license
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