Dispatch Manager

We are seeking a highly organized and dependable Dispatch Manager to oversee daily dispatch operations, coordinate drivers and dispatch staff, manage customer service issues, and ensure efficient office operations. This position requires strong leadership, problem-solving, and communication skills in a fast-paced environment. The Dispatch Manager serves as a key point of contact for customers, drivers, law enforcement agencies, storage facilities, and administrative personnel. Key Responsibilities Operations & Dispatch Management Oversee and manage daily dispatch operations during normal business hours. Dispatch drivers efficiently based on call volume, location, priority, and availability. Monitor service performance and adjust assignments to maximize productivity. Ensure timely response to service requests and customer needs. Coordinate communication between drivers, dispatchers, customers, and management. Maintain operational coverage and ensure dispatch procedures are followed. Staff Leadership & Scheduling Create and manage employee work schedules. Supervise, train, and mentor dispatchers and drivers. Provide instruction, guidance, and performance feedback to team members. Assist with onboarding and training of new employees. Monitor attendance, punctuality, and workplace performance. Enforce company policies and safety procedures. Screen New Applicants Customer Service & Resolutions Handle customer complaints and service recovery situations professionally. Resolve disputes and escalated customer concerns. Communicate with customers regarding service updates, billing inquiries, and service-related issues. Maintain a high standard of customer satisfaction and professionalism. Impound & Administrative Processing Manage vehicle impound processes during normal business hours. Ensure all impound documentation is completed accurately and in accordance with applicable regulations. Coordinate vehicle releases and maintain accurate records. Handle DMV-related paperwork and submissions. Maintain organized digital and physical records. Cash Handling & Financial Responsibilities Accept, process, and reconcile cash payments. Maintain accurate payment records and daily balancing procedures. Ensure compliance with company cash-handling policies. Assist with financial reporting and transaction documentation. Billing & Invoicing Prepare and send customer invoices in a timely manner. Verify billing accuracy and resolve invoice discrepancies. Track outstanding invoices and assist with collections efforts as needed. Maintain customer account records. Additional Responsibilities Prepare daily operational reports and activity summaries. Monitor fleet status, driver availability, and service completion metrics. Ensure office equipment and dispatch systems remain operational. Coordinate with management to improve operational efficiency. Assist with emergency situations and high-priority service requests. Perform other duties as assigned to support business operations. Qualifications High school diploma or GED required; associate degree preferred. Previous dispatch, transportation, towing, logistics, or management experience preferred. Strong leadership and team management abilities. Excellent customer service and conflict-resolution skills. Proficient with computers, email, scheduling software, and office applications. Ability to multitask and make decisions under pressure. Strong organizational and administrative skills. Experience handling cash and maintaining accurate records. Valid driver's license required. Preferred Experience Dispatch management experience. Towing, transportation, roadside assistance, or logistics industry experience. Knowledge of impound procedures and DMV documentation. Accounts receivable, invoicing, and customer billing experience. Experience working with law enforcement agencies, municipalities, or fleet operations. Physical Requirements Ability to remain seated and work at a computer for extended periods. Ability to…

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