Dispatch Manager

Midwest Star Group is a Wisconsin-based family of businesses serving the towing, transportation, automotive, truck and trailer, equipment, and service industries.

Our companies work together to deliver quality service, skilled craftsmanship, and dependable solutions to customers throughout Western and Central Wisconsin.

Jerry's Towing provides professional towing, recovery, roadside assistance, and transportation services.

As part of Midwest Star Group, our towing and dispatch operations support customers, commercial fleets, emergency responders, and transportation partners across Wisconsin.

About the Position The Dispatch Manager oversees daily dispatch operations, develops and leads dispatch personnel, coordinates resources, and ensures reliable 24/7 coverage.

This individual is responsible for improving response times, customer communication, operational efficiency, and team performance while maintaining safe and effective coordination between dispatchers, towing operators, technicians, and service locations.

Key Responsibilities Dispatch Operations & Leadership Lead, coach, schedule, and manage dispatch personnel supporting towing, recovery, roadside assistance, and mobile service operations.

Maintain effective dispatch coverage 24 hours a day, seven days a week, including nights, weekends, holidays, and severe weather.

Establish consistent procedures for answering, documenting, prioritizing, and dispatching service calls.

Monitor call volumes, workloads, staffing, and resource availability to ensure efficient service delivery.

Provide leadership during emergencies, major recoveries, high call volumes, and complex operational situations.

Promote professionalism, urgency, empathy, teamwork, and accountability throughout the dispatch team.

Towing, Recovery & Mobile Service Coordination Coordinate light-, medium-, and heavy-duty towing and recovery resources across multiple locations.

Ensure appropriate equipment and operators are assigned based on service needs, location, and safety requirements.

Support police departments, commercial fleets, motor clubs, insurance companies, and other contracted customers.

Coordinate roadside assistance and mobile repair requests with available technicians and service vehicles.

Work closely with operational leaders to maximize equipment utilization and available resources.

Customer Service & Communication Establish high standards for customer communication, professionalism, and service quality.

Ensure customers receive accurate arrival estimates, service updates, and timely communication regarding delays.

Resolve escalated customer concerns and operational service issues.

Monitor call quality and provide coaching to improve customer interactions.

Build positive working relationships with customers, emergency responders, vendors, and business partners.

Scheduling & Operational Efficiency Develop dispatch schedules based on anticipated call volumes, staffing needs, and service coverage requirements.

Identify ...