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How do you prevent dispatchers from becoming a bottleneck?

Brandon Okafor
We've got 14 techs in the field and one full-time dispatcher who's starting to burn out. Every scheduling decision flows through her. Every reschedule, every emergency call, every 'can I leave early' request.

This isn't sustainable. My team can't move forward until we solve this.

What are you doing to distribute dispatch decisions? Self-scheduling for senior techs? Regional dispatchers? Automation rules?

Need something that scales without adding headcount 1:1.
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  • Self-scheduling sounds nice until your senior tech books himself into a corner and the dispatcher has to untangle it anyway...

    What we did: shadow dispatcher. Train a second person, even part-time. No single point of failure, and the primary actually takes PTO without everything falling apart.

    Not as elegant as automation but it works.
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  • Self-scheduling sounds nice until your senior tech books himself into a corner and the dispatcher has to untangle it anyway...

    What we did: shadow dispatcher. Train a second person, even part-time. No single point of failure, and the primary actually takes PTO without everything falling apart.

    Not as elegant as automation but it works.
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