Operations Dispatch Leader

Classification: Exempt / Non-Bargaining Fidium is where next-generation fiber meets next-level opportunity. Our vision is to be America's favorite fiber internet and network services provider, delivering lightning-fast and reliable connections to families, businesses, and communities. As part of one of the nation's top 10 fiber networks, Fidium is powered by a team of 2,500 employees who are committed to innovation, integrity, and continuous improvement. We empower every team member to impact their community meaningfully. We are seeking an experienced and organized Operations Dispatch Leader to guide our dispatch team in supporting field operations across multiple markets. The ideal candidate will have a strong background in telecommunications, exceptional leadership skills, and a commitment to delivering high-quality technician and customer support through operational excellence. Responsibilities: Lead and manage a team of dispatchers, providing real-time technician support and efficient workload routing. Monitor daily performance metrics, including work order completion, technician utilization, on-time arrival, and appointment success rate. Adjust service quotas, schedules, and call flow metrics in real time to enhance operational efficiency. Ensure accurate recording of technician jobs in billing systems. Resolve escalations and scheduling conflicts promptly and professionally. Collaborate with field leadership to align manpower with demand and quotas. Drive dispatch strategy, including resource planning, auto-routing logic, and routing efficiency. Develop, coach, and mentor team members to reach individual and team goals. Conduct quality assurance through call reviews, coaching, and feedback. Implement processes that improve customer experience and reduce missed appointments. Work collaboratively with sales, care, tech support, and third-party contractors to ensure a seamless end-to-end dispatch experience. Maintain scheduling policies and workforce availability standards, supporting the launch of new markets or service areas. Analyze and report on performance metrics and KPIs, identifying trends and leading action plans for improvement. Recruit, train, evaluate, and develop dispatch staff. Qualifications: Telecom industry experience is strongly preferred. A minimum of 6 years of experience in dispatch, field operations, or a related area. At least 3 years of supervisory or leadership experience is preferred. Strong analytical and problem-solving skills with the ability to act quickly and decisively. Excellent communication skills across all organizational levels. Familiarity with technician workforce management platforms such as Oracle Field Service Cloud, CSG/Workforce Express, Pega, Salesforce, etc., is a plus. Ability to thrive in a fast-paced, high-pressure environment with multiple stakeholders. Nice to Have: Experience supporting both in-house and contractor field technicians. Familiarity with KPI-driven environments and SLA commitments. Prior involvement in routing automation, drip-feed dispatching, or dynamic resource planning. Benefits Offered: 401(k) matching Medical, Rx, Dental, and Vision insurance Disability insurance Flexible spending account Health savings account Life insurance Tuition reimbursement Paid vacation and personal days Paid holidays Employee Assistance Program Annual bonus program based on organizational performance Salary: Pay range (commensurate with skills and experience): $69,323 - $105,074 Equal Opportunity Employer: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, marital status, familial status, genetics, disability, age, veteran status, or any other characteristic protected by law.

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