Dispatch Supervisor

JOB DESCRIPTION

A retail employer in the Cincinnati area is seeking a 2nd shift Dispatch Supervisor for their facilities dispatch team. Reporting directly to the Operations Manager, this resource will lead a team of 10-20 dispatchers for IoT refrigeration maintenance. Responsibilities include:
- Supervising, managing, and directing the activities of Facilities Management Support Resources.
- Working with Customer to provide Deliverables as outlined herein during the Term.
- Understanding, adhering to, and supporting adherence to Customer Facilities Management monitoring and support standards and applicable policies and procedures, as provided in writing by Customer.
- Gain knowledge of Customer’s Facilities Management policies, procedures, tools, and systems and apply it to the supervision and training of the FM Team.
- Coordinate Services with Customer’s personnel.
- Communicate and escalate issues as in a timely manner.
- Ensure the Services satisfy Customer’s business needs by aligning to the specifications of this Statement of Work.

Complete Deliverables:
(a) Reviewing and maintaining weekly employee and FM Team productivity reports using Customer systems and tools
(b) Monitoring feedback channels and ensuring information is regularly reviewed with FM Team members
(c) Providing weekly summaries to Customer on FM Team composition, performance, and productivity
(d) Scheduling and coordinating Services in accordance with Customer’s requirements, as communicated to Service Provider in writing
(e) Establishing, assigning, and tracking of shifts and schedules for FM Team members
(f) Coordinating assigned activities as required by Customer and the program

REQUIRED SKILLS AND EXPERIENCE

-3+ years experience supervising people in a Dispatch Center, Help Desk, Support Center, or Technical Support Desk
-Experience managing a team of 10-20 people
-Experience in Change Management
-Experience in Process Improvement
-Experience Triaging customer issues
-Omnichannel Experience (Email, Voice, Chatbot, etc.)

NICE TO HAVE SKILLS AND EXPERIENCE

-Retail grocery experience
-Experience with Dispatch of Maintenance staff