Call Center Dispatch Lead

About the role

The Dispatch Lead manages the in‑home sales appointment schedule across all Renuity West markets. This role ensures sufficient sales‑rep coverage to meet booking demand, keeps each rep’s day full and efficiently routed, and serves as the primary contact for customers and internal teams when appointments change.

Key responsibilities

• Review the assignment page several days in advance to confirm adequate sales‑rep coverage and coordinate additional reps when the schedule is booked out.
• Monitor sales‑rep availability across all markets, pair outliers for same‑day runs, and maintain capacity for new bookings.
• Communicate with customers about late arrivals, at‑door cancellations, and schedule changes to prevent lost appointments.
• Reroute and reassign leads so each sales rep has appointments at 9:00 AM and either 1:00 PM or 5:30 PM, with a minimum of two appointments per day.
• Pull reporting to identify where reps were added or removed, and work with call‑center agents, Inside Sales, and Costco managers to fill gaps.
• Provide training to new team members on dispatch processes, systems, and scheduling standards.

Required profile

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

Required skills

• Proficiency with Microsoft Office applications.
• Experience using LeadPerfection.
• Experience using Five9.
• Experience using RingCentral.