Director of Dispatch

Classification: Exempt / Non-Bargaining

Position may be located remote. #LI-Remote

Consolidated Communications, Inc. (CCI) is a leading broadband and business communications provider serving businesses and communities in over 20 states. Leveraging an advanced fiber network, Consolidated Communications offers a wide range of communications solutions, including: high-speed Internet, data, phone, security, managed services, cloud services and business marketing solutions. From our first connection over 125 years ago, Consolidated is dedicated to turning technology into solutions, connecting people and enriching how everyone works and lives.

We are seeking a dynamic and experienced Director of Dispatch to join our team. The ideal candidate will be responsible for overseeing all aspects of our dispatch operations of field and central office technicians ensuring efficient coordination of resources, timely deliveries, and exceptional customer service.

• Responsible for ensuring customer satisfaction by overseeing the distribution and management of the daily technician workload. Works with field and central office operations managers to maximize efficiencies for field and central office technician teams to increase overall productivity.
• Collaborate cross functionally with our Network Operations Center, Engineering, Construction, Field & Central Office Operations, Customer Service, IT and other departments to lead the development and implementation of process improvements and system enhancements to increase efficiency of the workforce and ensure timely installation and repair services for customers.
• Implement data driven metrics to track progress and performance to meet objectives.
• Plans, directs, controls, implements, monitors, and forecasts budgets to achieve financial objectives.
• Establish and maintain performance standards for dispatch department employees.
• Recruits, interviews, and hires to ensure staffing levels are appropriate for operational responsibilities and efficiencies.
• Communicates and explains new directives, policies, or procedures to managers.
• Leads dispatch system automation projects and meets with operations and IT staff to discuss changes, explore opportunities and evaluate impact of proposed changes.
• Recommend operational changes to management teams in pursuit of continuous process improvement.
• Motivates employees by communicating clear individual and team goals and objectives in pursuit of operational excellence.
• Measure individual and team performance; hold employees accountable for performance objectives.

• Bachelor's degree or 10+ years of related work experience; telecommunications experience preferred, including at least 5 years managerial experience.
• Experience managing in a dispatch center environment preferred.
• Knowledge of remote workforce dispatch system functionality.
• Excellent verbal and written communication and interpersonal skills.
• Proficient in Microsoft Office Suite.
• Excellent organizational skills and attention to detail.
• Excellent analytical, decision making, and problem-solving skills.

We are proud to offer a comprehensive and competitive benefits package:

• 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 to eligible employee's based upon organization performance

Pay range (commensurate with skills and experience): $89,528 - $135,571

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.