Facilities Dispatch Supervisor

Overview

The Facilities Dispatch Supervisor is responsible for the overall performance, direction, and operational leadership of the call center supporting facility maintenance and business needs within a manufacturing environment. This role provides strategic oversight, performance management, and decision-making authority to ensure efficient call handling, accurate work order management, and alignment with business priorities.

The Supervisor leads a team of Dispatch Leads and Operators, establishes operational standards, and partners with maintenance and operations leadership to ensure service reliability, safety compliance, and continuous improvement.

Pay: $65,000/annually

Benefit Information: ABM offers a comprehensive benefits package. For information about ABM’s benefits, visit ABM Employee Benefits | Front Line Team Members

Responsibilities

Team Leadership & Management

• Directly manage Dispatch Leads and oversee the broader dispatch operators’ team
• Set clear expectations for performance, service standards, and accountability
• Conduct performance evaluations, coaching sessions, and development planning
• Address employee relations, attendance, and performance concerns
• Drive team engagement, morale, and retention initiatives
• Ensure appropriate staffing levels, scheduling, and coverage across shifts

Operational Oversight & Decision-Making

• Own day-to-day call center operations and ensure alignment with business priorities
• Establish and enforce call handling procedures, escalation paths, and service level expectations
• Provide guidance to Leads on complex or high-impact decisions
• Ensure operational consistency across all shifts and team members
• Act as the primary escalation point for critical issues impacting production, safety, or service delivery

Work Order Strategy & Service Delivery

• Oversee prioritization framework for work orders based on safety, urgency, and operational impact
• Ensure efficient dispatching processes and effective coordination with maintenance teams
• Monitor backlog, response times, and resolution cycles to maintain service levels
• Partner with maintenance leadership to improve workflow efficiency and resource alignment

Performance Management & Continuous Improvement

• Own and track key performance indicators (KPIs) including call volume, service levels, backlog, resolution times, and data accuracy
• Analyze trends, identify gaps, and implement process improvements
• Lead continuous improvement initiatives across call handling, dispatch, and CMMS workflows
• Develop and implement best practices to enhance operational efficiency and customer experience

Compliance, Reporting & Governance

• Ensure compliance with regulatory and company requirements (FAA, OSHA, and internal standards)
• Maintain oversight of documentation accuracy and audit readiness
• Prepare and deliver performance reports to senior leadership
• Support and lead audits, ensuring corrective actions are implemented as needed

Stakeholder Management & Communication

• Serve as the primary liaison between call center operations, maintenance teams, and leadership
• Communicate service impacts, operational updates, and critical incidents to key stakeholders
• Collaborate cross-functionally to align priorities and improve service delivery
• Address escalated customer concerns and ensure resolution

Qualifications

Qualifications

• High school diploma or equivalent required; associate or bachelor’s degree preferred
• 5+ years of experience in call center, dispatch, or maintenance coordination roles
• 2+ years of formal leadership or supervisory experience required
• Experience with CMMS platforms (e.g., Maximo or similar systems) strongly preferred
• Experience in aerospace, manufacturing, or industrial environments preferred
• Strong leadership, decision-making, and problem-solving skills
• Ability to manage multiple priorities in a fast-paced, high-reliability environment
• Proficiency in Microsoft Office and enterprise systems

Work Environment

• Supports 24/7 operations, including evenings, weekends, and holidays
• Fast-paced, high-reliability environment focused on safety and operational continuity
• Requires extended periods of sitting, phone use, and computer work

Key Competencies

• Leadership and team management
• Strategic thinking and operational oversight
• Performance management and accountability
• Customer service and service delivery excellence
• Process improvement and change management
• Communication and stakeholder influence
• Risk assessment and decision-making