Office ManagerCall Center & Dispatch Manager

OFFICE MANAGER / CALL CENTER & DISPATCH MANAGER

Premier Service Company Inc.

Department

Office Operations / Call Center / Dispatch

Reports To

General Manager / Service Manager

Employment Type

Full-Time

POSITION SUMMARY

The Office Manager / Call Center & Dispatch Manager is responsible for leading the daily operations of Premier Service Companys office customer service/call center and dispatch departments.

This position ensures incoming customer opportunities are handled professionally calls are booked effectively technicians are dispatched efficiently customers receive excellent communication and office personnel are held accountable to established performance standards.

This is a hands-on leadership position. The manager is expected to actively monitor call center and dispatch activity throughout the day identify problems before they affect customers or revenue coach employees and ensure the office is supporting each service departments daily goals.

PRIMARY OBJECTIVE: Maximize booked opportunities maximize technician productivity provide an exceptional customer experience and maintain accountability throughout the office.

KEY RESPONSIBILITIES

Call Center Management

• Ensure incoming calls are answered promptly and professionally.
• Maintain a strong call-booking rate and coach CSRs on converting customer calls into booked appointments.
• Review missed abandoned and unbooked calls and ensure missed calls are returned promptly.
• Monitor call recordings for quality professionalism and booking opportunities.
• Conduct regular CSR coaching and training and hold team members accountable for individual performance goals.
• Ensure accurate customer information job types business units campaigns and lead sources are entered into ServiceTitan.
• Monitor inbound leads from phone website marketing campaigns memberships and other sources.
• Ensure unsold or unbooked opportunities receive appropriate follow-up.
• Maintain scripts and call-handling standards including proper communication of service fees and appointment expectations.

Dispatch Management

• Ensure technicians are dispatched efficiently based on location skill set job type priority and revenue opportunity.
• Monitor technician schedules throughout the day and minimize unnecessary downtime.
• Identify schedule gaps and work with the call center to fill available capacity.
• Coordinate with department managers regarding technician availability and workload.
• Monitor jobs that are running longer than expected and identify technicians with excessive downtime.
• Ensure customers receive timely updates regarding arrival times and schedule changes.
• Monitor reschedules cancellations holds and unassigned calls.
• Protect high-value opportunities by assigning the appropriate technician.
• Maintain clear communication between dispatchers CSRs technicians and department managers.

Daily Capacity & Revenue Management

• Review available technician capacity each morning and determine how many calls are needed by department.
• Compare booked calls against available technician capacity and identify departments that do not have enough calls to meet daily goals.
• Communicate capacity shortages to management and work with CSRs and dispatchers to fill open capacity.
• Monitor same-day cancellations and attempt to replace lost calls.
• Review pending and unscheduled opportunities.
• Help ensure the right technician is sent to the right opportunity.
• Maintain awareness of daily revenue goals by business unit.
• Manage Accounts Receivable/Accounts Payable.

Customer Experience

• Handle escalated customer concerns and resolve scheduling or communication problems.
• Ensure customers receive appointment confirmations and updates.
• Monitor customer complaints and identify recurring issues.
• Coordinate customer follow-up when service problems occur.
• Support happy calls and post-service customer follow-up.
• Work with managers to resolve customer issues before they become negative reviews or lost customers.

Office Management

• Establish daily priorities for office staff and conduct daily office/call center huddles.
• Maintain employee schedules and appropriate coverage during lunches meetings vacations and high-call-volume periods.
• Approve or coordinate time-off requests according to company policy.
• Maintain professional office standards.
• Assist with onboarding and training new office employees.
• Develop and maintain office procedures and SOPs.
• Identify workflow problems and recommend improvements.
• Coordinate communication between office personnel and field management.
• Ensure assigned administrative tasks are completed accurately and on time.

SERVICETITAN RESPONSIBILITIES

The Office Manager must become highly proficient in ServiceTitan and ensure the office team uses the system correctly. Responsibilities include monitoring and managing:

• Dispatch Board
• Call Booking and Call Recordings
• Customer Records Job Types Business Units and Campaigns
• Leads and Technician Availability
• Reschedules Cancellations and Unassigned Jobs
• Pending Jobs and Membership Opportunities
• Customer Follow-Up Tasks Reports and Dashboards

The manager is responsible for identifying inaccurate or incomplete information and ensuring employees correct it.

KEY PERFORMANCE INDICATORS

Performance will be measured using company-established KPIs including:

Total inbound calls

Call answer rate

Abandoned call rate

Call booking percentage

Missed calls

Missed-call recovery percentage

Calls booked

Calls scheduled

Calls dispatched

Calls completed

Same-day cancellations

Reschedule rate

Technician utilization

Open technician capacity

Memberships booked/sold

Customer complaints / satisfaction

Daily revenue versus goal

Average ticket by department

Opportunities generated

Pending and unscheduled revenue

KPI targets will be established by company management and may vary by department or season.

DAILY EXPECTATIONS

1. Technician Capacity Who is working available hours open schedule capacity and department needs.
2. Calls Booked Determine whether each department has enough calls to support available technicians.
3. Daily Revenue Goals Understand the revenue target and call requirements for each service department.
4. Dispatch Board Identify open calls scheduling problems technician downtime and priority opportunities.
5. Previous-Day Performance Review call booking cancellations missed calls dispatch issues customer complaints and other exceptions.

A short daily huddle should then be conducted with CSRs and dispatchers to establish expectations and priorities for the day.

LEADERSHIP EXPECTATIONS

This position requires an active manager not simply an administrator.

• Be visible and available to employees.
• Address problems immediately and communicate expectations clearly.
• Coach employees consistently and hold employees accountable.
• Follow up on assigned responsibilities and recognize strong performance.
• Correct poor performance and maintain a calm professional environment during high-volume periods.
• Make decisions based on what is best for the customer and company.
• Communicate problems to management before they become larger issues.

QUALIFICATIONS

• Previous office management call center management dispatch or service-industry leadership experience preferred.
• Experience managing multiple employees.
• Strong customer service communication organizational and time-management skills.
• Ability to coach employees and hold them accountable.
• Comfortable working with KPIs and performance reports.
• Strong computer skills and Microsoft Office proficiency.
• ServiceTitan experience strongly preferred.
• Home-service industry experience strongly preferred.
• Ability to work in a fast-paced environment and manage multiple priorities simultaneously.

CORE COMPETENCIES

Leadership Accountability Urgency Organization Communication Customer Service Problem Solving Attention to Detail Coaching Conflict Resolution Data-Driven Decision Making Team Development

SUCCESS IN THIS POSITION

Success means the office operates proactively rather than reactively. At the end of each day this manager should be able to answer:

• Did we answer and maximize our incoming opportunities
• Did we book the calls we should have booked
• Did every available technician have sufficient work
• Did we dispatch the right technician to the right calls
• Did we protect the customer experience
• Did we support each department in reaching its daily revenue and gross-margin goals
• What went wrong today and what are we changing tomorrow

The Office Manager / Call Center & Dispatch Manager is ultimately responsible for creating an organized accountable office operation that supports Premier Service Companys customers technicians managers and financial goals.

Required Experience:

IC