Hotwire Communications Ltd · 1 day ago
Director of Dispatch Operations
Fort Lauderdale, FL
Full-time
Onsite
Lead/Staff, Director/Executive
2+ years expHotwire Communications Ltd is seeking a Director of Dispatch Operations to provide vision, direction, and leadership to the Field Operations Dispatch Department. The role involves overseeing the dispatch functions, formulating strategic goals, and fostering continuous improvements in service and operational processes.
InternetPublic RelationsTelecommunications
Responsibilities
Oversee the strategic and day-to-day responsibilities of the Dispatch department, ensuring smooth and efficient execution of duties to keep the business’ workforce at peak performance
Monitor and maintain a closed loop feedback process to gather and identify and action opportunities across People, Process and Technology
Directly manage Dispatch management and agents by providing leadership, coaching, and developmental support
Partner with business stakeholders to develop strong working relationships to continuously evolve operational processes to best service our customers
Continuous improvement in the areas of cost/financials, service quality and speed, work and environment satisfaction
Maintain and develop internal department quality standards and scorecards
Assess support interactions based on internal standards
Conduct regular team, direct report meetings
Continuously review reporting for additional opportunities to better understand and manage the business
Participate in calibration sessions to maintain consistency in internal evaluations
Other duties as required or assigned
Qualification
Required
Bachelor's degree in business, or an appropriate equivalent from an accredited university
Minimum 2+ years of leadership experience
At least 2+ years of either Workforce Management, Dispatch, or Project Management experience, including a management role
A strong understanding of the workforce management environment
Knowledge of Workforce management tools and strategies
Contact center experience beneficial with working knowledge of Call Center concepts, practices, and procedures
Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook)
Must embrace company principles and demonstrate understanding of Hotwire's concierge service culture
Ability and willingness to work a flexible Full-Time schedule that may include weekends and holidays
Preferred
Industry-related experience preferred
Benefits
Comprehensive Healthcare/Dental/Vision Plans
401K Retirement Plan with Company Match
Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!)
Paid Volunteer Time
Paid Parental Leave
Hotwire Service Discounts – for employees who live on a property serviced by Hotwire. Discounted service offerings are provided for high-speed internet, video service, phone, and security service
Employee Referral Bonuses
Exclusive Entertainment Discounts/Perks
Company
Hotwire Communications Ltd
Hotwire Communications is a national leader in fiber optic technology, delivering advanced, customized telecommunications solutions to residential, commercial, senior-living, hospitality, and campus environments.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Blackstone Group
2025-06-13Acquired
2021-04-29Private Equity
Leadership Team
Kristin Johnson Karp
Co-Founder & CEO
Recent News
Brookfield Infrastructure Partners LP
2025-11-08
2025-10-21
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