Call Center Dispatch Lead

The Dispatch Lead manages the in-home sales appointment schedule across all Renuity West markets. This role ensures we have enough sales rep coverage to support booking demand keeps every reps day full and efficiently routed and serves as the point of contact for customers and internal teams when appointments change.

• Review the assignment page several days in advance to confirm adequate sales rep coverage.

• When the schedule is booked out more than two days coordinate with Sales to add a rep or transfer a rep in order to open blocks for the call center to fill.

• Monitor sales rep availability across all markets to ensure coverage is in place and capacity remains available for new bookings.

• Review all outliers to determine whether they can be paired and run together on the same day.

• Communicate with customers regarding late arrivals at-the-door cancellation attempts and other schedule changes using the resources and tools provided to save the appointment and prevent cancellations.

• Reroute and reassign leads so that every sales rep has an appointment at 9:00 AM and at either 1:00 PM or 5:30 PM with a minimum of two appointments per rep per day.

• Pull reporting to identify where sales reps were added to or removed from the schedule.

• When a gap needs to be filled work with call center agents Inside Sales and Costco managers to ensure every appointment slot is filled.

• Assist the Verification team as needed.

• Provide training to new team members on dispatch processes systems and scheduling standards.

• Additional duties as assigned.

• 2 years of dispatch scheduling or appointment coordination experience preferably in in-home sales or home improvement.

• Tech savvy with the ability to navigate relevant software.

• Outstanding organization and multitasking abilities.

• Advanced sound judgment and critical thinking skills.

• Effective communication skills.

• High school diploma or GED.

To perform this job successfully an individual should have strong knowledge of Microsoft applications and the ability to learn and effectively use software applications such as LeadPerfection Five9 RingCentral and other various applications used in the performance of job duties.

Every new call center associate must successfully complete the training period. Training will be a mixture of in-class and shadowing periods. If management determines that the trainee is not ready he/she may be required to spend additional time training. The management team also reserves the right to dismiss a trainee from the program if it is determined that they are not excelling within the training.

Renuity and its affiliates are committed to equal opportunity. We value and embrace diversity and inclusion of all Team you have a disability under the Americans with Disabilities Act or similar law and you need an accommodation during the application process or to perform these job requirements or if you need a religious accommodation please contact

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