Provalus is seeking a Dispatch Coordinator / Call Center Team Lead to oversee a team of Dispatch Coordinators / Call Center Agents (3+ years of leadership experience required) supporting scheduling and coordination of field technician appointments for telecommunications and media services, including internet, video/entertainment, and home services installation and repair. This role combines hands-on dispatch leadership with scheduling and operations expertise, ensuring the team keeps technician routes efficient, appointments accurate, and customers informed — all within a fast-paced, high-volume environment. 

All positions are full-time with set schedules, professional training and development, and opportunities for career advancement. Start your career today!  

WHY WORK FOR PROVALUS 

Provalus is a 100% U.S.-based company on a mission to create meaningful technology and customer experience careers in rural American communities where opportunities have traditionally been limited. Instead of sending work overseas, Provalus invests in small towns—building local Centers of Excellence (including locations such as North Wilkesboro, NC and Tahlequah, OK) and developing talent from within those communities. 

Key Reasons to Join Provalus 

1. Real Career Path, Not Just a Job Provalus hires people and actively develops them. Many team members start with customer support and advance into higher-level technical, quality, or leadership positions. On-the-job training is provided, and the company emphasizes skills growth and internal promotion. 

2. Paid Training with No Experience Barrier Formal tech experience is not required for many entry-level roles. Provalus invests in training so you can learn systems, processes, and customer support skills while getting paid. This makes it an accessible starting point for people looking to build a long-term career in technology services. 

3. Full-Time Stability and Benefits Positions are full-time with set schedules. Employees receive professional development support, opportunities for advancement, and a benefits package that includes COMPANY PAID HEALTHCARE.  

4. Purpose-Driven Work in Your Community Provalus is built around revitalizing rural economies. Team members work for a company that deliberately chooses small-town locations and hires locally. For many employees, this means building a career close to home while contributing to the economic growth of their own community. 

5. Supportive, Team-Oriented Environment. The culture emphasizes collaboration, mentoring newer team members, and continuous improvement. Employees are encouraged to share frontline insights that improve processes and customer experience.  

6. Growing Company with Expanding Opportunities Provalus continues to open and expand sites across the U.S., creating more roles and advancement paths. As the company grows, high performers have increased opportunities to take on greater responsibility, move into specialized technical work, or step into leadership. 

Who Thrives at Provalus 

People who succeed here typically value clear structure, customer interaction, steady full-time work, and the chance to grow skills over time. Strong communication, reliability, a calm approach under pressure, and a willingness to learn are more important than prior technical  

THE JOB 

Provalus is seeking a Dispatch Coordinator / Call Center Team Lead to oversee a team of Dispatch Coordinators / Call Center Agents supporting scheduling and coordination of field technician appointments for telecommunications and media services, including internet, video/entertainment, and home services installation and repair. This role combines hands-on dispatch leadership with scheduling and operations expertise, ensuring the team keeps technician routes efficient, appointments accurate, and customers informed — all within a fast-paced, high-volume environment. 

THE JOB 

Responsibilities include: 

• Supervise and coordinate the daily activities of a team of Dispatch Coordinators / Call Center Agents, including scheduling, workload distribution, and attendance. 

• Coach, mentor, and develop team members, including onboarding new hires on dispatch systems, scheduling tools, and telecom service/product basics. 

• Monitor team performance against key metrics (e.g., call quality, on-time technician arrival rate, schedule accuracy, customer satisfaction) and provide regular feedback and performance reviews. 

• Handle and resolve the most complex or escalated dispatch issues, including missed appointments, service outages, and urgent repair scheduling that require leadership-level intervention. 

• Serve as the point of escalation for the team and further escalate priority issues to higher-level management or field operations as needed. 

• Oversee real-time management of technician schedules and routes across the team, ensuring adequate coverage and rapid resolution of scheduling conflicts or delays. 

• Review call notes, dispatch records, and CRM entries for accuracy and completeness, coaching team members on documentation standards. 

• Analyze trends in scheduling issues, delays, and customer/technician complaints to identify root causes and recommend process improvements. 

• Partner with field operations, technical support, and customer service to resolve cross-functional issues and communicate team needs, blockers, and insights. 

• Lead team meetings and communicate organizational updates, policy changes, and goals to the team. 

• Support hiring, performance management, and disciplinary processes in partnership with HR/management as needed. 

• Ensure the team stays current on dispatch procedures, service offerings, and system updates. 

• Identify and implement opportunities to improve team processes, scheduling efficiency, and the overall customer/technician experience. 

• Build and adjust shift schedules to ensure adequate dispatch coverage, including outside standard business hours as needed. 

• Other duties as assigned. 

Role Requirements include: 

• Must have HS Diploma or GED; associate or bachelor's degree preferred. 

• 3+ years of experience in dispatch, scheduling, call center, or customer support role; telecom or field services experience is strongly preferred. 

• Required: prior experience directly leading, supervising, or managing a team (e.g., Team Lead, Supervisor, or similar role) — candidates without prior people-management experience will not be considered. 

• Demonstrated experience managing a team in a dispatch, scheduling, or call center environment preferred. 

• Proven track record of driving measurable improvement in team KPIs (e.g., on-time arrival rate, schedule accuracy, average handle time, customer satisfaction). 

• Strong working knowledge of dispatch/scheduling software and CRM systems; comfortable pulling and interpreting performance data/reports. 

• Hands-on experience conducting formal performance reviews, coaching, and disciplinary documentation. 

• Experience training and onboarding new hires, including developing or delivering training materials. 

• Ability to work onsite at the Provalus office. No remote positions are available at this time. 

• Excellent communication, coaching, and interpersonal skills. 

• Strong organizational and multi-tasking skills, with the ability to balance team oversight and hands-on escalation support. 

• Ability to react effectively and calmly in stressful or fast-paced situations, and to help the team do the same. 

• Flexibility to work varying shifts and support scheduling coverage, as dispatch operations may extend beyond standard business hours. 

Job Type: Full-time Work Location: In person