Call Center Dispatch Lead

Job Summary:

The Dispatch Lead manages the in-home sales appointment schedule across all Renuity West markets. This role ensures we have enough sales rep coverage to support booking demand, keeps every rep's day full and efficiently routed, and serves as the point of contact for customers and internal teams when appointments change.

Essential Functions:

• Review the assignment page several days in advance to confirm adequate sales rep coverage.
• When the schedule is booked out more than two days, coordinate with Sales to add a rep or transfer a rep in order to open blocks for the call center to fill.
• Monitor sales rep availability across all markets to ensure coverage is in place and capacity remains available for new bookings.
• Review all outliers to determine whether they can be paired and run together on the same day.
• Communicate with customers regarding late arrivals, at-the-door cancellation attempts, and other schedule changes, using the resources and tools provided to save the appointment and prevent cancellations.
• Reroute and reassign leads so that every sales rep has an appointment at 9:00 AM and at either 1:00 PM or 5:30 PM, with a minimum of two appointments per rep per day.
• Pull reporting to identify where sales reps were added to or removed from the schedule.
• When a gap needs to be filled, work with call center agents, Inside Sales, and Costco managers to ensure every appointment slot is filled.
• Assist the Verification team as needed.
• Provide training to new team members on dispatch processes, systems, and scheduling standards.
• Additional duties as assigned.

Qualifications:

• 2+ years of dispatch, scheduling, or appointment coordination experience, preferably in in-home sales or home improvement.
• Tech savvy, with the ability to navigate relevant software.
• Outstanding organization and multitasking abilities.
• Advanced sound judgment and critical thinking skills.
• Effective communication skills.
• High school diploma or GED.

Computer Operations:

To perform this job successfully, an individual should have strong knowledge of Microsoft applications and the ability to learn and effectively use software applications such as LeadPerfection, Five9, RingCentral, and other various applications used in the performance of job duties.