Dispatch Manager - Parker Towing

Dispatch Manager The Dispatch Manager is responsible for leading and overseeing all dispatch operations to ensure efficient service delivery, exceptional customer service, and maximum fleet utilization. This role supervises dispatch personnel, coordinates driver assignments, manages scheduling, monitors operational performance, and serves as a key liaison between customers, drivers, vendors, and internal departments. The Dispatch Manager is expected to maintain a fast-paced, organized dispatch environment while ensuring company policies, safety standards, and customer expectations are consistently met. This is an on-site position located in Fort Wayne, IN. The compensation range is between $55,000 and $75,000 per year based on experience and qualifications. Essential Duties and Responsibilities Lead, coach, and supervise a team of dispatchers to ensure efficient daily operations. Develop and manage dispatcher schedules to maintain adequate staffing coverage. Monitor call volume, dispatch activity, service levels, and response times. Train, mentor, and evaluate dispatch personnel, providing ongoing performance feedback and development opportunities. Coordinate service requests and driver assignments to maximize productivity and customer satisfaction. Serve as the primary escalation point for dispatch-related issues, customer concerns, and service disruptions. Ensure accurate documentation and communication of service calls, incidents, and operational updates. Collaborate with drivers, vendors, customers, and management to resolve operational challenges. Monitor GPS tracking, dispatch software, and operational systems to optimize fleet movement and utilization. Maintain compliance with company policies, safety procedures, and industry regulations. Identify process improvement opportunities to increase efficiency, service quality, and profitability. Prepare and distribute operational reports, metrics, and performance data as needed. Perform other duties and special projects as assigned. Required Qualifications Strong leadership, team building, and employee coaching skills. Excellent verbal and written communication skills. Strong customer service and conflict-resolution abilities. Ability to remain calm and make sound decisions in high-pressure situations. Exceptional organizational skills with strong attention to detail. Ability to prioritize multiple tasks and manage competing demands effectively. Proficiency with dispatch software, GPS tracking systems, Microsoft Office, and mobile technology. Ability to build and maintain strong working relationships with customers, drivers, vendors, and team members. Professional demeanor with a customer-focused approach. Preferred Qualifications Previous experience in towing, transportation, logistics, roadside assistance, or fleet operations. Knowledge of towing industry practices, equipment, pricing structures, and service procedures. Experience managing dispatch operations across multiple geographic locations. Bilingual communication skills are a plus. Education and Experience High School Diploma or GED required. Associate's or bachelor's degree in business, Logistics, Transportation, or a related field preferred. Minimum three (3) years of management or supervisory experience. Minimum three (3) years of dispatch, transportation, logistics, towing, or related operational experience preferred. Physical Requirements Ability to sit, stand, walk, and use a computer for extended periods. Frequent use of hands and fingers for typing, handling equipment, and operating office technology. Occasional lifting and carrying of up to 20 pounds. Ability to bend, reach, stoop, push, pull, and perform other physical tasks as needed. Ability to effectively communicate by phone, radio, and in person. Specific vision abilities include close vision, distance vision, and the ability to adjust focus. What Success Looks Like Efficient dispatch operations and response times. High customer satisfaction scores. St…

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