Virtual Dispatcher Jobs in Madison, WI (NOW HIRING)

Job Description

Drop Bury Dispatcher

Position Summary

The Drop Bury Dispatcher is responsible for coordinating and managing the daily operational workflow of Sunrise Telecom's Drop Bury program across multiple markets. This position serves as the central point of communication between contractors, field leadership, and Spectrum personnel to ensure jobs are assigned accurately, routed efficiently, tracked properly, and completed on schedule.

This role requires exceptional organizational skills, attention to detail, and the ability to manage multiple priorities in a fast-paced environment. The Drop Bury Dispatcher plays a critical role in maintaining service quality by proactively monitoring assignments, resolving operational issues, managing escalations, and ensuring accurate documentation across multiple systems.

Essential Responsibilities

• Review, validate, and coordinate daily technician routing and assignment submissions across multiple markets.
• Monitor technician assignments and communicate with Spectrum Field Support and NFS teams to resolve assignment discrepancies, delays, and routing issues.
• Maintain and update Smartsheets with job status changes, technician assignments, ETA updates, locate information, comments, documentation, and completion status.
• Process and coordinate end-of-day routing adjustments, reschedules, reassignments, and workload balancing for upcoming workdays.
• Monitor incomplete jobs and coordinate necessary follow-up actions to ensure timely completion.
• Receive, prioritize, and manage operational escalations, including:
  • ECAFs
  • Precaps
  • Customer concerns
  • Missed appointments
  • Contractor performance issues
• Verify job completion and ensure work is accurately reflected across all operational platforms.
• Review quality control documentation and upload required files into Spectrum tracking systems.
• Coordinate daily communication between contractors, Sunrise field management, and Spectrum stakeholders regarding workload, scheduling, job progress, and operational concerns.
• Track outstanding requests and follow through until resolution.
• Validate assignment accuracy and identify discrepancies before they impact customers or production.
• Monitor multiple systems to ensure data consistency and operational accuracy.
• Support continuous improvement initiatives by identifying workflow inefficiencies and recommending process improvements.
• Maintain accurate records while meeting established deadlines and operational service levels.
• Perform additional operational and administrative duties as assigned.

Qualifications

Required

• High school diploma or equivalent.
• 2+ years of dispatching, scheduling, project coordination, telecommunications operations, construction coordination, or related administrative experience.
• Strong organizational and time management skills.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities simultaneously while maintaining accuracy.
• Strong problem-solving and decision-making abilities.
• Proficiency with Microsoft Office, including Excel and Outlook.
• Ability to work independently with minimal supervision.

Preferred

• Experience supporting telecommunications, utility, construction, or field service operations.
• Experience working with Smartsheet or similar project management platforms.
• Experience coordinating subcontractors or field technicians.
• Knowledge of Spectrum Drop Bury operations, FSM, or related field management systems.
• Experience reviewing quality control documentation and operational reporting.

Knowledge, Skills & Abilities

• Exceptional attention to detail and accuracy.
• Strong analytical and organizational skills.
• Ability to prioritize work in a fast-paced, changing environment.
• Excellent customer service and relationship-building skills.
• Strong follow-up and accountability.
• Ability to identify operational issues and proactively resolve them.
• Comfortable working with multiple software systems simultaneously.
• Ability to maintain confidentiality and professionalism.

Work Schedule

Full-Time (Overtime Eligible)

Recommended Schedule:

• Tuesday – Saturday
• 7:00 AM – 5:00 PM CST

This schedule provides operational coverage during contractor routing submissions, morning operational meetings, Spectrum escalation periods, end-of-day workload management, and weekend support.

Physical Requirements

• Prolonged periods of sitting and working at a computer.
• Ability to communicate effectively via phone, email, and virtual meetings.
• Occasionally lift up to 20 pounds.

Why This Role Matters

The Drop Bury Dispatcher is instrumental in supporting Sunrise Telecom's continued growth by improving routing efficiency, reducing assignment errors, increasing job tracking accuracy, and ensuring timely communication between contractors and Spectrum. By centralizing daily operational coordination, this role allows leadership to focus on strategic growth initiatives, contractor performance, customer satisfaction, and operational excellence while maintaining consistent service quality across all markets.