Dispatch Team Lead

At Hoffmann Brothers, we stand committed to our mission of Improving Life in Every Home – our customers, our employees, and the communities in which we live and serve. For over 40 years, we have been an industry leader in HVAC, plumbing, electrical, and appliance repair for residential and commercial properties in St. Louis - and now in Nashville, TN! Recipient of multiple Top Workplace and industry awards, we believe in taking the best care of our employees, and they will take the best care of our customers.

At Hoffmann Brothers, your career growth is important to us. Whether you are new to the trades wanting to take advantage of our free trade training programs, or a career professional looking to cultivate your craft or leadership skills, we have a path for you!

Description:

The Dispatch Team Lead is responsible for managing the daily operations of the dispatch department, ensuring that all service calls are assigned and dispatched efficiently to maximize technician productivity, customer satisfaction, and revenue goals. This role focuses on meeting and exceeding key performance indicators (KPIs), optimizing scheduling processes, and leading the dispatch team to deliver exceptional operational performance.

Qualifications:

• Prior dispatch experience required.  
• Proven experience in identifying and implementing process improvements to enhance efficiency and customer satisfaction.
• Strong leadership skills with a passion for motivating, mentoring, and helping others achieve their full potential.
• Solid understanding of Dispatch and Coordinator procedures and proficiency with relevant software applications.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams.
• Highly motivated, flexible, and positive attitude.

Key Responsibilities:

• Support & Morale: Be an advocate for your team, providing encouragement and support.
• Training & Development: Participate in & lead training for the dispatch team.
• One on One Meetings: Meet with your team member on a regular candace to check in on department KPIs, etc.
• KPIs: Monitor and report on key dispatch metrics, including Professional Idle and Drive time, Department Abandon Rate, Individual Missed Call Rate,
• Additional Support: Logged into the phone line daily and provide support with dispatching. Additionally, there will be times when further assistance is needed with dispatch responsibilities to cover while other team members are on PTO.
• Scheduling: Managing the department schedule including the quarterly Saturday shift sign-up. Also, approve/denials of PTO requests. 
• Standard schedule: Monday-Friday (hours may vary during peak season with occasional Saturdays required)
• Partner with management to implement process enhancements to increase efficiency and customer satisfaction.

Why Hoffmann Brothers?

At Hoffmann Brothers, we know our people are the driving force behind our success. That’s why we offer industry-leading benefits, including:

• Health insurance premiums for the employee and any eligible family members.
• 100% paid Dental and Vision insurance
• Competitive 401K Retirement program
• 15 Paid Time Off Days
• 9 paid holidays
• Referral Program
• Employee Discounts plus Friends & Family
• We believe in promoting from within and there are many areas to advance in our company.