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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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  • In my experience, the 'bottleneck' is usually the owner won't let go of control, not the dispatcher's capacity.

    You said 'every scheduling decision.' That's your problem. Not every decision needs to be optimal. Good enough today beats perfect tomorrow.

    Give your dispatcher authority to say yes without checking with you. Most delays I've seen are waiting on manager approval for routine stuff.
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  • In my experience, the 'bottleneck' is usually the owner won't let go of control, not the dispatcher's capacity.

    You said 'every scheduling decision.' That's your problem. Not every decision needs to be optimal. Good enough today beats perfect tomorrow.

    Give your dispatcher authority to say yes without checking with you. Most delays I've seen are waiting on manager approval for routine stuff.
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