Dispatch Manager

Midwest Star Group is a Wisconsin-based family of businesses serving the towing, transportation, automotive, truck and trailer, equipment, and service industries. Our companies work together to deliver quality service, skilled craftsmanship, and dependable solutions to customers throughout Western and Central Wisconsin.

Jerry's Towing provides professional towing, recovery, roadside assistance, and transportation services. As part of Midwest Star Group, our towing and dispatch operations support customers, commercial fleets, emergency responders, and transportation partners across Wisconsin.

About the Position

The Dispatch Manager oversees daily dispatch operations, develops and leads dispatch personnel, coordinates resources, and ensures reliable 24/7 coverage.

This individual is responsible for improving response times, customer communication, operational efficiency, and team performance while maintaining safe and effective coordination between dispatchers, towing operators, technicians, and service locations.

Key Responsibilities

Dispatch Operations & Leadership

• Lead, coach, schedule, and manage dispatch personnel supporting towing, recovery, roadside assistance, and mobile service operations.
• Maintain effective dispatch coverage 24 hours a day, seven days a week, including nights, weekends, holidays, and severe weather.
• Establish consistent procedures for answering, documenting, prioritizing, and dispatching service calls.
• Monitor call volumes, workloads, staffing, and resource availability to ensure efficient service delivery.
• Provide leadership during emergencies, major recoveries, high call volumes, and complex operational situations.
• Promote professionalism, urgency, empathy, teamwork, and accountability throughout the dispatch team.

Towing, Recovery & Mobile Service Coordination

• Coordinate light-, medium-, and heavy-duty towing and recovery resources across multiple locations.
• Ensure appropriate equipment and operators are assigned based on service needs, location, and safety requirements.
• Support police departments, commercial fleets, motor clubs, insurance companies, and other contracted customers.
• Coordinate roadside assistance and mobile repair requests with available technicians and service vehicles.
• Work closely with operational leaders to maximize equipment utilization and available resources.

Customer Service & Communication

• Establish high standards for customer communication, professionalism, and service quality.
• Ensure customers receive accurate arrival estimates, service updates, and timely communication regarding delays.
• Resolve escalated customer concerns and operational service issues.
• Monitor call quality and provide coaching to improve customer interactions.
• Build positive working relationships with customers, emergency responders, vendors, and business partners.

Scheduling & Operational Efficiency

• Develop dispatch schedules based on anticipated call volumes, staffing needs, and service coverage requirements.
• Identify and address coverage gaps before they impact customers.
• Manage staffing efficiency, overtime utilization, and contingency planning.
• Improve routing, resource allocation, response times, and operational coordination.

Performance Management & Continuous Improvement

• Monitor dispatch performance using call volume, response times, missed calls, cancellations, conversion rates, and customer feedback.
• Establish measurable expectations and provide regular feedback to dispatch personnel.
• Develop standardized procedures, training programs, and operating practices.
• Utilize dispatch software, GPS/telematics, reporting tools, and technology to improve operational visibility.
• Partner with company leadership to identify and implement process improvements.

Safety & Team Development

• Ensure dispatch decisions prioritize employee, customer, and public safety.

• Escalate serious accidents, injuries, equipment incidents, and significant operational concerns.

• Recruit, train, coach, and evaluate dispatch employees.

• Build a knowledgeable team capable of handling towing terminology, emergency response, customer service, and operational escalation procedures.

• Demonstrated leadership experience in a fast-paced, service-oriented or operational environment.

• Experience leading teams in dispatch, transportation, towing, logistics, fleet operations, emergency communications, field service, manufacturing, or a related industry.

• Proven ability to coach employees, establish accountability, and improve operational performance.

• Strong organizational skills with the ability to manage competing priorities and time-sensitive situations.

• Excellent communication, customer service, problem-solving, and decision-making skills.

• Ability to learn new systems, processes, and industry-specific operations quickly.

• Proficiency with operational technology, dispatch software, GPS/telematics, Microsoft Office, or similar business systems.

Preferred Qualifications

• Experience managing dispatch operations in a 24/7 environment.
• Towing, recovery, roadside assistance, emergency dispatch, or transportation experience.
• Knowledge of light-, medium-, and heavy-duty towing equipment and recovery operations.
• Experience coordinating mobile service technicians or field-service personnel.
• Experience working with police departments, commercial fleets, motor clubs, and insurance providers.
• Experience developing KPIs, operating procedures, training programs, and staffing schedules.

What We Offer

• Competitive compensation based on qualifications and experience.
• Medical, dental, and vision insurance.
• Employer-paid life and AD&D insurance.
• Short-term and long-term disability options.
• Retirement plan with company matching.
• Paid time off and paid holidays.
• Additional voluntary benefit options.
• Opportunity to lead and strengthen a critical function within a growing organization.

Equal Employment Opportunity

Midwest Star Group and its affiliated companies are Equal Opportunity Employers. We are committed to providing employment opportunities without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other status protected by applicable law.