Company Overview
We are a Hudson Oaks, Texas-based Internet Service Provider (ISP) delivering High Speed Internet and Voice Services throughout multiple states to residential, business, K-12 Education and government customers. We believe there is much more to an internet company than just delivering cost-effective internet solutions; we believe in delivering an overall customer experience that our competitors simply cannot match.
Nextlink is seeking a hands-on, results-driven Dispatch Supervisor to lead and develop our dispatch operations. This key leadership role is responsible for ensuring timely and efficient coordination between dispatch, field operations, and our customer base. The ideal candidate will have experience in customer service, field operati
This position will oversee the day-to-day activities of the dispatch team, ensuring routes and schedules are executed efficiently, customer needs are met promptly, and all systems and processes align with organizational goals
Key Responsibilities
- Lead, coach, and manage a team of dispatchers, ensuring smooth daily operations and accurate work assignments.
- Monitor and optimize field service dispatch to support field teams and improve service delivery.
- Work closely with Area Supervisors and the Regional Director of Operations to meet performance goals and improve productivity, safety, and the customer experience.
- Deliver additional training and development to staff as needed, especially for those not meeting expectations.
- Build and maintain key performance reports (KPIs/OKRs) to track performance and drive continuous improvement.
- Ensure full shift coverage, accurate scheduling, and timely job dispatching across field operations.
- Manage escalations, track service quality, and ensure policy compliance.
- Support agents through coaching, real-time feedback, and hands-on assistance with systems and procedures.
- Contribute to policy development, training resources, and best practices for the dispatch department.
- Maintain dispatch audits, documentation, and reporting across multiple platforms.
- Communicate proactively with internal teams to resolve issues and keep stakeholders informed.
Required Skills & Competencies
- Strong leadership and team development abilities
- Excellent customer service and communication skills
- Highly organized and able to manage competing priorities
- Comfortable working in a fast-paced and evolving environment
- Strong problem-solving and decision-making capabilities
- Analytical mindset with keen attention to detail
- Proficiency with dispatching software and data entry systems
- Collaborative, professional, and team-oriented
Qualifications
- High school diploma or equivalent required
- 2–4 years of experience in a supervisory role, preferably in logistics or dispatch operations
- Experience working closely with field operations and customer service teams is strongly preferred
Work Environment & Physical Requirements
- Work is performed primarily in an office environment with moderate noise levels.
- Frequent use of computer, keyboard, and standard office equipment.
- Must be able to remain stationary for extended periods.
- Frequent verbal and written communication is required.
- Occasional travel (up to 40%) may be necessary.
Location: On-site
Travel: Up to 40%
Benefits:
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Home daily
- Monday to Friday
- Overtime
Affirmative Action (AAP/EEO Statement):
Nextlink is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.
Drug Free Workplace:
Nextlink intends to provide a safe work environment that will help protect the safety, health and well-being of all employees. Therefore, we are committed to an alcohol and drug-free workplace.
