dispatch Manager

2 weeks ago

Davao City, Davao, Philippines WeAnswer Full time

The Dispatch Manager (Back Office) is responsible for overseeing and managing all dispatch operations for home service teams. This role ensures efficient scheduling, assignment, and tracking of service personnel while maintaining high levels of customer satisfaction and operational efficiency. The Dispatch Manager also supervises back-office workflows, optimizes route planning, and coordinates with field teams to ensure timely service delivery.

Key Responsibilities:

Dispatch & Operations Management

  • Plan, schedule, and manage daily dispatch of home service teams.
  • Monitor technician availability, workloads, and performance to ensure optimal coverage.
  • Assign jobs efficiently, considering proximity, skillset, and priority.
  • Track service requests and ensure timely completion and reporting.
  • Coordinate with field teams to resolve scheduling conflicts or service delays.

Back Office Administration

  • Maintain accurate records of service jobs, customer requests, and technician assignments.
  • Ensure all service requests are properly logged, documented, and followed up.
  • Generate reports on operational metrics such as response times, job completion rates, and workforce productivity.
  • Assist with workforce management, including leave tracking, shift planning, and daily attendance reporting.

Customer Service & Quality Control

  • Act as the point of contact for escalations related to dispatch and service delivery.
  • Ensure service standards are met and customer issues are resolved promptly.
  • Collaborate with quality and operations teams to monitor service performance and improve processes.

Team Leadership & Development

  • Supervise back-office dispatch staff and provide guidance, coaching, and performance feedback.
  • Train new staff on dispatch systems, workflow processes, and best practices.
  • Drive continuous improvement initiatives to optimize dispatch efficiency and customer satisfaction.

Required Qualifications:
  • Bachelor's degree in Business Administration, Operations Management, Logistics, or related field preferred.
  • Minimum 3–5 years of experience in dispatch, logistics, or operations management, preferably in home services or field service environments.
  • Proven leadership experience managing a back-office or dispatch team.
  • Strong knowledge of scheduling, routing, and workforce management systems.
  • Excellent organizational, analytical, and problem-solving skills.
  • Proficient in MS Office, Google Workspace, and dispatch/field management software.

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