Aerospace and Defense, Aviation Industry, Best Practices, Call Center Operations, Call Centers, Call Volume, Change Management, Clean Technologies, Coaching, Commercial Real Estate, Computerized Maintenance Management System (CMMS), Continuous Improvement, Corrective Action, Cross-Functional, Customer Escalations, Customer Experience, Customer Support/Service, Data Quality, Distribution Services, Documentation, E Programming Language, Employee Relations, Energy Efficiency, Establish Priorities, Facilities Engineering, Facilities Management, Facilities and Maintenance, Federal Aviation Administration (FAA), High Reliability, High School Diploma, Homeland Security, IBM Maximo Asset Management, Leadership, Maintain Compliance, Manufacturing, Microsoft Office, Military, Military Industry, Multitasking, OSHA, Operational Strategy, Order Management, People Management, Performance Analysis, Performance Management, Performance Metrics, Performance Reviews, Problem Solving Skills, Procedure Implementation, Process Improvement, Process Management, Real Estate, Regulatory Compliance, Risk Analysis, Safety Compliance, Safety/Work Safety, Service Delivery, Team Lead/Manager, Technical Delivery, Training Program, Trend Analysis, United States Military
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
ABM (NYSE: ABM) is one of the world's largest providers of integrated facility, engineering, and infrastructure solutions. Every day, our over 100,000 team members deliver essential services that make spaces cleaner, safer, and efficient, enhancing the overall occupant experience.
ABM serves a wide range of market sectors including commercial real estate, aviation, education, mission critical, and manufacturing and distribution. With over $8 billion in annual revenue and a blue-chip client base, ABM delivers innovative technologies and sustainable solutions that enhance facilities and empower clients to achieve their goals. Committed to creating smarter, more connected spaces, ABM is investing in the future to meet evolving challenges and build a healthier, thriving world. ABM: Driving possibility, together.
ABM is an Equal Employment Opportunity (EEO) employer that does not discriminate on the basis of any trait or characteristic protected by applicable federal, state, or local law, including disability and protected veteran status. ABM is committed to working with and providing reasonable accommodation to individuals with disabilities. If you have a disability and need assistance in completing the employment application, please call 888-328-8606. We will provide you with assistance and make a determination on your request for reasonable accommodation on a case-by-case basis.
ABM participates in the U.S. Department of Homeland Security E-Verify program. E-Verify is an internet-based system used to electronically confirm employment eligibility.
ABM is a military-friendly company proudly employing thousands of men and women who have served in the U.S. military. With ABM, you'll have access to a world-class training program and ample opportunities to use the skills you developed while serving our country. Whether you're looking for a frontline or professional position, you can find post-military career opportunities across ABM.
ABM directs all applicants to apply at www.abm.com/careers. ABM does not accept unsolicited resumes or submissions outside of this portal. Applicants should submit their application by clicking Apply Now.
For more information, visit www.abm.com
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
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
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
A
ABM Industries Inc
ABM offers a wide variety of service-related positions, including electricians, HVAC technicians, security officers, parking attendants, and cleaning jobs. ABM cares about your success.
We provide training so that you learn new job skills and take pride in the quality service you're giving to clients. You'll look like the trained professional you are when you wear a ABM uniform.For your health and safety, we use non-toxic cleaning products and up-to-date equipment.
Our internal training program focuses on teaching you the skills and processes that have helped many of our employees starting out as a janitor, cashier, security officer or building engineer grow into various management roles throughout the company. These jobs aren't your everyday at ABM; they are careers.
Thousands of commercial, industrial, government and retail clients look to ABM for consistent quality service that meets their specialized facility service needs including commercial cleaning and maintenance, facility engineering, energy efficiency, parking and security services.
With fiscal 2011 revenues of approximately $4.2 billion and nearly 100,000 employees, our 300+ offices across the U.S. and various international locales enable us to provide custom facility solutions to sites of all sizes — from neighborhood banks and schools to the largest and most complex facilities, such as corporate office parks and major airports.
With more than 300+ offices located throughout the country, we are always accepting applications for janitorial maintenance, landscaping gardeners, security guards, parking attendants, shuttle drivers and building engineers.
ABM IS AN EQUAL EMPLOYMENT OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER (MINORITY/FEMALE/VETERAN/DISABILITY)