Supervisor - Dispatch
Listed on 2025-11-28
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Management
General Management, Operations Manager
Supervisor – Dispatch
Oncourse Home Solutions (OHS), a $500M organization owned by private equity firm Apax Partners and operating under American Water Resources, Pivotal Home Solutions, and American Home Solutions, is seeking a Supervisor – Dispatch to oversee daily dispatch operations, monitor KPIs, and ensure optimal routing to meet SLAs and customer satisfaction goals.
Position SummaryThe IHT Dispatch Supervisor leads a team of dispatchers and customer schedulers, ensuring efficient daily operations, workload distribution, KPI monitoring, training, and a high-performance culture. The role includes flexibility for evenings and weekends and requires in-office work 5 days per week.
Responsibilities- Lead and manage daily dispatch operations, ensuring timely and efficient routing of service calls.
- Monitor and analyze key performance indicators (KPIs) to assess team performance and identify areas for improvement.
- Develop and implement workload distribution strategies to optimize resource utilization and meet service level agreements (SLAs).
- Provide ongoing training and coaching to dispatch and scheduling staff to enhance skills and performance.
- Collaborate with cross-functional teams to resolve service delivery issues and improve operational workflows.
- Maintain documentation and reporting related to dispatch activities, performance metrics, and compliance standards.
- Support continuous improvement initiatives by identifying process gaps and recommending solutions.
- Ensure coverage and flexibility for evening and weekend operations as needed.
- Conduct regular performance reviews for continuous improvement.
- 3+ years of experience working with HVAC business.
- 1-2 years of experience in business process management.
- Strong leadership and training skills.
Base salary range: $70,295 - $103,400 USD annually. Additional incentives may include performance bonuses, sales incentive plans, or commission targets.
Benefits include healthcare, life insurance, paid time off, retirement plans, commuter benefits, education reimbursement, and more.
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