Lead Dispatcher

Summary

Insight Global is seeking a Scheduling & Dispatch Team Lead. This individual will oversee the daily scheduling and customer service operation, ensuring estimates and inspections are scheduled efficiently, homeowners receive outstanding service, and the customer service team remains productive and accountable.This role will own the scheduling board, optimize routes and schedules, manage day-to-day dispatch operations, coach team members, and serve as a key point of contact for both customers and internal teams.Responsibilities:Own and manage the daily scheduling and dispatch boardOptimize appointment routes and technician schedules for efficiencyManage cancellations, reschedules, and schedule disruptionsMonitor team follow-up times, call quality, and customer communicationCoach and mentor customer service representativesSupport lead qualification efforts and ensure proper handoff to salesCommunicate proactively with homeowners regarding scheduling updatesBalance team workloads and ensure operational efficiencyMaintain a professional, customer-focused team environmentRequired Skills & Experience:2+ years of dispatching, scheduling, or customer service experience2+ years of leadership, team lead, supervisory, or coaching experienceExperience managing schedules, routes, appointments, or service calendarsStrong customer service and conflict resolution skillsExcellent verbal and written communication skillsStrong organizational skills with the ability to manage multiple prioritiesExperience coaching, mentoring, or supporting team membersProficiency with Microsoft Office and CRM/scheduling softwareAbility to problem solve, adapt quickly, and remain calm under pressure#J-18808-Ljbffr

Job Description

Insight Global is seeking a Scheduling & Dispatch Team Lead. This individual will oversee the daily scheduling and customer service operation, ensuring estimates and inspections are scheduled efficiently, homeowners receive outstanding service, and the customer service team remains productive and accountable.This role will own the scheduling board, optimize routes and schedules, manage day-to-day dispatch operations, coach team members, and serve as a key point of contact for both customers and internal teams.Responsibilities:Own and manage the daily scheduling and dispatch boardOptimize appointment routes and technician schedules for efficiencyManage cancellations, reschedules, and schedule disruptionsMonitor team follow-up times, call quality, and customer communicationCoach and mentor customer service representativesSupport lead qualification efforts and ensure proper handoff to salesCommunicate proactively with homeowners regarding scheduling updatesBalance team workloads and ensure operational efficiencyMaintain a professional, customer-focused team environmentRequired Skills & Experience:2+ years of dispatching, scheduling, or customer service experience2+ years of leadership, team lead, supervisory, or coaching experienceExperience managing schedules, routes, appointments, or service calendarsStrong customer service and conflict resolution skillsExcellent verbal and written communication skillsStrong organizational skills with the ability to manage multiple prioritiesExperience coaching, mentoring, or supporting team membersProficiency with Microsoft Office and CRM/scheduling softwareAbility to problem solve, adapt quickly, and remain calm under pressure#J-18808-Ljbffr