About the role
We are an international water quality company with an active sales operation and are hiring a Logistics Dispatcher & Appointment Coordinator to support our team remotely from India. This position is the engine of the entire operation. Without it, the team does not move forward.
You will be the central point of coordination between field sales technicians, call center agents, and customers — managing schedules in real time, ensuring every appointment is protected, supervising agent productivity, and keeping all systems updated with zero tolerance for gaps. This is a high-pressure, zero-failure role that requires constant attention, initiative, and the ability to make fast decisions without being told what to do. If you are the type of person who builds systems, anticipates problems before they happen, and pushes others forward — this role is for you.
Work schedule (IST)
Monday – Friday
9:30 PM – 8:30 AM IST
Night shift — overnight hours
Saturday
9:30 PM – 5:30 AM IST
Shorter shift
This is a night shift role. Please apply only if you can reliably commit to overnight hours six days a week.
Key responsibilities
Appointment monitoring & real-time control
Track the status of every scheduled appointment throughout the shift. Send reminder messages to each field technician before their appointment, confirm attendance, and call immediately if there is no response. Identify early warning signs that an appointment may be missed — late technician, no reply, route delays — and act without waiting. Zero missed appointments is the standard, not the goal.
Call center agent supervision
Ensure every call center agent (inbound and outbound) always has between 150 and 300 phone numbers to dial. Monitor their activity live via the RingCentral HUD at all times. An idle agent is an operational failure — your job is to prevent it. Pull and submit a RingCentral call report to management every hour, including calls made, talk time, and appointments set per agent. If an agent is not producing, immediately provide a fresh Excel sheet with new numbers.
Call quality review with AI tools
Use Gemini (AI tool) to analyze call recordings during the shift. Verify that agents are asking the correct qualification questions: confirming both homeowners are present, verifying the contact is the decision-maker, and conducting the call professionally. Flag calls that are cut short due to poor signal or that skip required script steps. Report findings to management the same day.
SMS monitoring & customer communication
Monitor all incoming SMS messages in real time and respond within 2 minutes maximum. Communication will include English-speaking and Spanish-speaking customers and team members. Spanish is preferred but not required — you are expected to use AI translation tools (ChatGPT, Google Translate, or similar) to handle Spanish messages accurately and professionally. No delays due to language are acceptable.
CRM management & data accuracy
Update the CRM system (GoHighLevel) after every appointment with status (Completed, Rescheduled, No Show, Not Interested), notes, and customer interest level. Maintain a parallel Excel tracking sheet updated in real time. Flag customers showing interest for immediate follow-up. Assign rescheduled appointments to the appropriate inbound/outbound agents. CRM and Excel must be 100% current at all times — missing records are not acceptable.
Geographic route optimization
Before assigning appointments to field technicians, review addresses and organize them geographically to minimize travel time. Consecutive appointments should ideally be within 5–6 minutes of each other. Efficient routing means more appointments completed per technician per day, which directly impacts revenue.
Lead redistribution & follow-up pipeline
Maintain organized lists of customers who were not reached, rescheduled, or showed interest. Redistribute leads to the correct agents based on language (English or Spanish). Ensure no lead is abandoned — every open item must be tracked and followed up on within the same operational cycle.
Schedule & capacity management
Monitor each field technician's daily appointment capacity. Adjust scheduling based on availability, current workload, and field conditions. Prevent overbooking. If a technician finishes early or has a cancellation, immediately work to fill the gap with another appointment. An idle technician in the field is lost revenue.
Personal agenda & reminder system
Maintain a personal operational agenda with reminders set every 10–30 minutes throughout the shift to track all pending tasks, upcoming appointments, and agent check-ins. You are expected to design and manage your own workflow systems — this role requires the creation of processes, not just the execution of instructions.
Tools you will use dailyRingCentral HUDGoHighLevel CRMExcel trackingWhatsApp (business)Gemini / ChatGPTSMS platformRequirementsPerfect English — written and spoken. All communications, reports, and systems are in English. This is the single most important language requirement for this role.Spanish preferred, not required — some customer and agent communication is in Spanish. You will be expected to use AI tools (ChatGPT, Google Translate) to handle Spanish messages if you are not a native speaker. Accuracy and speed still apply.Stable, high-speed internet — mandatory for overnight operation with no interruptionsHighly organized — able to manage 10+ concurrent tasks simultaneously without losing trackComfortable with AI tools — Gemini, ChatGPT, or similar; used daily for call analysis and translationProficient with Excel and WhatsApp — used heavily throughout every shiftCRM experience is a plus — GoHighLevel (GHL) preferred; willingness to self-learn is requiredAble to work independently with no supervision — this role requires full ownership of your responsibilitiesAvailable to commit to the full Mon–Sat overnight schedule without exception
Pay: ₹9,940.04 - ₹15,000.00 per month
Work Location: Remote
