Dispatch Manager
Consolidated Communications Enterprise Services, Inc.
Ellensburg, WA(remote)
JOB DETAILS
JOB TYPE
Full-time, Employee
SKILLS
Analysis Skills, Automation, Billing Records, Cloud Computing, Coaching, Communication Skills, Continuous Improvement, Cross-Functional, Customer Experience, Customer Satisfaction, Dental Insurance, Exceeded Sales Goal, Internet Service Providers, Internet/Online Service, Kronos Workforce Scheduler, Leadership, Mentoring, Metrics, On Site Support, Operational Improvement, Operational Support, Operations Planning, Oracle, Organizational Skills, People Management, Performance Analysis, Performance Management, Performance Metrics, Prescription Drugs, Problem Solving Skills, Process Improvement, Quality Assurance, Sales, Salesforce.com, Service Level Agreement (SLA), Strategic Planning, Team Lead/Manager, Technical Support, Telecommunications, Telecommunications Industry, Time Management, Trend Analysis, Vision Plan, Workforce Management
LOCATION
Ellensburg, WA
POSTED
10 days ago
Classification: Exempt / Non-Bargaining
Position may be located remote. #LI-Remote
Fidium is where next-generation fiber meets next-level opportunity. With a vision to be America's favorite fiber internet and network services provider, we deliver lightning-fast and reliable connections to families, businesses, and communities.
Backed by one of the nation's top 10 fiber networks, Fidium is driven by a team of 2,500 employees. We champion innovation, integrity, and continuous improvement-empowering every team member to make a meaningful impact.
We are looking for a highly organized and people-focused Dispatch Manager to lead our dispatch team supporting field operations across multiple markets. The ideal candidate will bring experience in telecommunications, strong leadership skills, and a passion for delivering high-quality customer and technician support through operational excellence. This role will oversee daily dispatch activities, develop team members, and collaborate with cross-functional partners to improve performance, technician productivity, and customer satisfaction.
Responsibilities
Lead and manage a team of dispatchers, and/or leads responsible for real-time technician support and workload routing
Monitor daily performance metrics including work order completion, technician utilization, on-time arrival, and appointment success rate
Monitor and adjust service quotas, schedules, and real-time call flow metrics
Ensure accurate technician job recording in billing systems.
Ensure all escalations and scheduling conflicts are resolved promptly and professionally
Partner closely with field leadership to align manpower with quota and customer demand
Drive dispatch strategy including resource planning, auto-routing logic, and routing efficiency
Develop, coach, and mentor team members to meet or exceed individual and team goals
Conduct quality assurance via call review, coaching, and feedback
Implement and maintain processes that improve customer experience and reduce missed appointments
Collaborate with sales, care, tech support, and third-party contractors to ensure a seamless end-to-end dispatch experience
Maintain scheduling policies, workforce availability standards, and support launch of new markets or service areas
Analyze and report on daily/weekly/monthly metrics and KPIs, identify performance trends, and lead action plans to improve operational results
Recruit, train, evaluate and develop dispatch staff
Qualifications
Telecom industry experience strongly preferred
6+ years of experience in dispatch, field operations, or a related area
At least 3 years of supervisory or leadership experience preferred
Strong analytical and problem-solving skills with the ability to act quickly and decisively
Excellent communication skills across all levels of the organization
Knowledge of technician workforce management platforms (Oracle Field Service Cloud, CSG/Workforce Express, Pega, Salesforce, etc.) is a plus
Ability to work in a fast-paced, high-pressure environment with multiple stakeholders
Nice to Have:
Experience supporting both in-house and contractor field technicians
Familiarity with KPI-driven environments and SLA commitments
Prior involvement in routing automation, drip-feed dispatching, or dynamic resource planning
Benefits Offered
We are proud to offer a comprehensive and competitive benefits package:
401(k) matching
Medical, Rx, Dental and Vision insurance
Disability insurance
Flexible spending account
Health savings account
Life insurance
Tuition reimbursement
Paid vacation and personal days
Paid holidays
Employee Assistance Program
Annual bonus program to eligible employee's based upon organization performance
Salary
Pay range (commensurate with skills and experience): $69,323 - $105,074
Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, marital status, familial status, genetics, disability, age, veteran status or any other characteristic protected by law.
Consolidated Communications Enterprise Services, Inc. is an AA/EEO/Veterans/Disabled Employer.
About the Company
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