Dispatcher Lead

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.

This role will serve as the Dispatch Supervisor. This is a key role supporting the Houston‑Galveston Area Council’s (H‑GAC) Tow and Go program. This position ensures the safe, efficient, and compliant daily operation of dispatch services that help reduce roadway congestion and enhance incident clearance across the region.

Specific duties will include:

• Oversee the day-to-day operations of dispatchers to ensure timely and accurate incident response.
• Develop schedules and monitor attendance, schedule adherence, and leave usage for dispatching personnel.
• Provide emergency coverage during staffing shortages or high-volume events.
• Incident review to ensure invoice accuracy and program compliance.
• Primary contact for concerns relating to dispatcher operations and provide resolutions for complaints.
• Ensure high level of customer service to motorists, wreckers, and program partners.
• Develop and manage dispatcher schedules to ensure coverage across all shifts.
• Provide training, coaching, and mentoring for all dispatchers.
• Ensure dispatchers are operating in compliance with policy and guidelines.
• Conduct employee performance reviews.
• Ensure dispatchers adhere to the program Standard Operating Procedures (SOP).
• Update the dispatcher’s Standard Operating Procedures (SOP) and training materials as needed.
• Identify opportunities to improve dispatch workflows, operational efficiency, and customer experience.
• Track and communicate operational performance through recurring reports.
• Serve as a liaison between dispatch operations and internal/external stakeholders.
• This is an in-person position; you must be able to work from Houston Tran Star.

• Experience with working in dispatching or a call center setting is preferred
• Experience in a supervisory role, providing guidance and additional support, is preferred
• Experience working in a fast-paced environment
• Must have strong customer service skills with the ability to remain calm under pressure
• Strong problem-solving abilities and quick decision‑making skills.
• Effective communication skills, both verbal and written.

• Bachelor's degree in an applicable academic discipline or related field of study, or 3-5 years of experience in lieu of education
• 4 years of experience with local government, nonprofit programs, schools, or in job-related duties