About the role

The Dispatch Centre Manager will lead and optimise the performance of dispatch agents, ensuring exceptional customer experiences and operational efficiency.

This role drives service excellence, making sure every interaction meets performance targets and SLAs. You'll oversee team performance through coaching, training, and resource allocation, while continuously analysing dispatch and call centre metrics to spot trends, fix bottlenecks, and push improvements. You'll also manage the dispatch team including the dispatchers and shift supervisors, managing their schedules, running team meetings, and coaching the dispatchers through 1:1 meetings.

What you'll do

Team training and coaching

• Manage, coach, and mentor a team of dispatch agents
• Conduct regular performance evaluations and provide constructive feedback
• Support team members' professional development and training
• Foster a motivational and productive work environment

Performance and operations tracking

• Monitor call centre metrics, analyse trends, and identify areas for dispatcher upskilling
• Recommend changes to increase customer satisfaction and efficiency, such as improving average handling time
• Ensure team adherence to quality standards, procedures, and SLAs
• Monitor customer feedback to measure and improve satisfaction

Dispatch data management

• Supervise data security and integrity in dispatch operations
• Leverage data for key insights
• Help with ad-hoc reporting needs when it comes to dispatch ops reporting

Cross functional ops & collaboration

• Highly collaborative role including frequent interaction and work alongside other departments

What we're looking for

Must have

• At least 5 years in a supervisory or managerial role within a call centre
• Proven experience in coaching, training, or customer service
• Strong leadership, communication, and interpersonal skills
• Degree in Education, Business Administration, Communication, or a related field
• Experience with performance management and coaching
• Ability to analyse data and implement process improvements

Nice to have

• Experience running 24/7 call centre
• Experience managing shift-based teams

Benefits at Rescue

At Rescue, we want you to bring your whole self to work — energized, supported, and empowered. When you join our team, you're not just signing up for meaningful work in a mission-driven organization and a fun, collaborative workspace at our Nairobi office — you're also gaining access to a suite of benefits designed with your well-being in mind:

• Flexible Paid Time Off — Because we trust you to know when you need rest.
• Comprehensive Healthcare — Medical coverage for you and your loved ones.
• Ambulance Cover & Roadside Assistance — Provided by rescue.co, so you're protected when it matters most.
• Life Insurance — Peace of mind for you and your family.

Please note: these benefits apply to full-time employees.

• Manage, coach, and mentor a team of dispatch agents
• Conduct regular performance evaluations and provide constructive feedback
• Support team members' professional development and training
• Foster a motivational and productive work environment
• Monitor call centre metrics, analyse trends, and identify areas for dispatcher upskilling
• Recommend changes to increase customer satisfaction and efficiency, such as improving average handling time
• Ensure team adherence to quality standards, procedures, and SLAs
• Monitor customer feedback to measure and improve satisfaction
• Supervise data security and integrity in dispatch operations
• Leverage data for key insights
• Help with ad-hoc reporting needs when it comes to dispatch ops reporting
• Highly collaborative role including frequent interaction and work alongside other departments

• Coaching
• Training
• Performance management
• Leadership
• Communication
• Interpersonal skills
• Data analysis
• Process improvement

• At least 5 years in a supervisory or managerial role within a call centre
• Proven experience in coaching, training, or customer service
• Strong leadership, communication, and interpersonal skills
• Degree in Education, Business Administration, Communication, or a related field
• Experience with performance management and coaching
• Ability to analyse data and implement process improvements
• Experience running 24/7 call centre (Nice to have)
• Experience managing shift-based teams (Nice to have)