Dispatch Manager

Purpose of Position: To insure every repeat client is cleaned on the day scheduled and (or) requested. To insure absent employee’s jobs are covered. To insure every customer scheduling request, change, and preference is documented and cheerfully accommodated. To insure converted leads are fulfilled and not lost due to a lack of time-slots available.

Insure daily capacity (through aggressive scheduling, juggling, stretching)
Work in initial cleans & one time cleans, last minute requests
Fulfill every job, every day (avoid rescheduling later)

Duties & Responsibilities:
Answer phone calls (secondary)
Provide customer estimates (secondary)
Finding / making spots for new bookings
Strategic technician routing
Take customer calls and accommodate reschedules, specific requests
Reschedule jobs same day for absent employees, holidays, staff changes
Communicate with customers about changes
Update computer with customer preferences, fee changes, day changes, etc.
Alert customer when tech will be late
Optimized every technicians day (7 – 8 job hours vs. 5 – 6)
Inform the Business Manager of openings 24 to 72 hours out
Confirm all unconfirmed appointments
Follow up with customers via email, phone
Assist sales team by finding open spots for new jobs
Print work order, pull keys, document key assignments
Create weekly technician schedules on time
Assist with Turn In Day needs
Follow up with “undecided” estimates to try to book
Insure all estimator paperwork is in the office for scheduling
Follow up on paperwork you are waiting on (inspection forms, team leader forms, etc.)

Sales
Assure leads & prospects are followed up on and converted
Maintain or improve prospect conversion
Document, track, measure (leads, conversions)
Submit weekly reports to Office Manager
Set up and dispatch In-home Estimates
Inform the Scheduling Coordinator when a time-slot has been filled
Documentation in database
Maintain daily stats

Results Expected:
Daily capacity met (object: 100 jobs per day)
Outstanding customer rapport, relations
Minimal change for the customer
Optimized schedules for all FT cleaning techs (full schedule daily)
Minimum chaos (forgotten keys, work orders, unconfirmed jobs, etc.)
Authority:
100% discretion on scheduling, with collaboration as needed