What are the responsibilities and job description for the Dispatch Supervisor- Greensboro, NC position at Stake Center Locating?
The Call Center/Dispatch Supervisor is responsible for overseeing the daily operations of a call center and dispatch team, ensuring that customer inquiries, service requests, and dispatch operations are handled efficiently and professionally. This role includes managing a team of dispatchers, optimizing processes, maintaining high service standards, and driving performance improvements.
Key Responsibilities:
1. Team Leadership & Supervision:
o Lead, motivate, and manage a team dispatchers.
o Monitor staff performance, provide coaching, and conduct regular performance reviews.
o Ensure dispatchers maintain a high level of customer service and professionalism.
o Implement training programs to improve employee skills and knowledge.
2. Operations Management:
o Oversee daily dispatch operations to ensure smooth and efficient workflow.
o Develop and implement call handling procedures, best practices, and protocols for dispatch processes.
o Coordinate with other departments (e.g., field operations, HR, Etc.) to ensure all concerns are taken care of.
o Manage scheduling, shift coverage, and time-off requests for the team.
3. Customer Service Excellence:
o Ensure that customer issues are resolved in a timely and effective manner.
o Monitor call quality, ensuring that all customer interactions are handled professionally and in accordance with company standards.
o Handle escalated customer complaints or issues when necessary, finding timely solutions.
o Regularly review customer feedback and service metrics to identify areas for improvement.
4. Dispatch Coordination:
o Oversee the dispatching of tickets/ Emergencies, ensuring timely and accurate responses to 811 ticket requests.
o Maintain and update dispatch logs, through appropriate ticket management system.
o Optimize schedules to ensure maximum efficiency in dispatch operations.
5. Performance & Reporting:
o Set performance targets and KPIs for call center agents and dispatch staff.
o Track and report on key metrics such as call response times, service levels, resolution rates.
o Use data to identify trends, recommend improvements, and develop action plans to optimize performance.
6. Technology & Tools Management:
o Oversee the use of call center and dispatch software, ensuring that the team is trained and proficient in using the systems.
o Stay updated on technology advancements and recommend tools that can improve efficiency.
7. Compliance & Quality Assurance:
o Ensure compliance with company policies, procedures, and industry regulations.
o Conduct regular quality assurance checks on both call center and dispatch activities to ensure adherence to best practices.
o Address any compliance issues promptly and ensure corrective actions are implemented.
Skills & Qualifications:
· Experience:
o Minimum of 2-4 years in a call center or dispatch management role, with proven experience in team leadership and operations management.
o Experience in customer service, logistics, or dispatching is preferred.
· Skills:
o Strong leadership, coaching, and team management skills.
o Excellent problem-solving, multitasking, and decision-making abilities.
o Strong communication skills, both written and verbal.
o Ability to manage time effectively and handle high-pressure situations.
o Proficient in call center software, dispatch management systems, and Microsoft Office Suite.
· Knowledge:
o Understanding of call center metrics, performance management, and quality assurance standards.
o Familiarity with dispatch operations, route optimization, and service scheduling.
o Knowledge of customer service best practices and conflict resolution.
· Education:
o Related field experience is preferred. Relevant work experience may be considered in place of formal education.
Working Conditions:
· Hours: Full-time, with the possibility of irregular hours or shift work, including evenings, weekends, or holidays depending on business needs.
· Location: Greensboro Corp. Office
· Physical Demands: Primarily office-based with some travel involved as needed.
Compensation:
· Competitive salary based on experience
· Benefits package including health insurance, paid time off, and 401K.
