Dispatch Supervisor

About the Role

The primary objective of the Dispatch Supervisor is to lead and manage a team that coordinates the workflow for Service Desk engineers, ensuring that client service requests are handled efficiently and effectively. The Dispatch Supervisor oversees the daily activities of the dispatch team, ensuring they are fully engaged, meeting targets, and adhering to company policies and security standards.

Responsibilities

Managerial Duties

• Oversee the Dispatch Team: Lead and manage the dispatch team, ensuring smooth operations and alignment with organizational goals.
• Approve Timesheets and Expense Reports: Review and authorize timesheets and expense reports for all direct reports to ensure accuracy and compliance with company policies.
• Regular Check-ins with Direct Reports: Conduct regular meetings with direct reports to monitor the ongoing success and performance of their assigned teams.
• Performance Reporting: Communicate the individual successes or challenges of team members to the Service Manager, providing insights on areas for improvement or recognition.
• Participate in Management Meetings: Attend management meetings (either in person or remotely) to provide updates on project statuses, team performance, and any challenges the team is facing.
• Involvement in Hiring and Firing: Participate in the recruitment and termination processes for new or existing Dispatchers, ensuring the team is staffed with qualified and motivated individuals.
• Training and Development: Provide ongoing training or retraining to direct reports, ensuring they meet Service Desk standards and consistently deliver high-quality service.
• Fill Operational Gaps: Be prepared to step in and cover any operational gaps that may occur due to staff absences, such as sickness or PTO, to maintain service continuity.
• Process Improvement: Identify trends, analyze workflows, and seek opportunities to enhance overall dispatch processes, driving efficiency and excellence within the team.

Ticket Management

• Oversee Dispatch Team and Project Coordination: Responsible for overseeing the coordination of key projects, such as office moves, workstation refresh projects, and other initiatives.
• Central Point of Contact for On-Site Coordination: Serve as the primary contact for on-site project coordination, effectively managing logistics, resources, and personnel to ensure smooth and efficient operations.
• Manage Service Desk Scheduling for Events: Oversee the scheduling and coordination of Service Desk events, including Department Shadowing, XED Talks, All-Hands Meetings, and On-Call Rotations, ensuring seamless execution and alignment with organizational priorities.

Requirements

Formal Education & Certification

• High school diploma or equivalent.

Knowledge & Experience

• Minimum of 2 years in customer service, dispatching, project management, or equivalent combination of education and experience.
• Customer service experience in a call center, dispatch center, or telecommunications organization is a plus.
• Ability to quickly and accurately determine incident scope and impact.
• Demonstrable competency in use of MS Office products:
  • Outlook – high level for e-mail and organizational tracking tasks.
  • Excel / Word – intermediate skill.
• Ability to multitask with an appropriate sense of urgency.
• Superior customer service and communication skills, both written and verbal.
• Efficient time management skills.
• Superior documentation and follow-up skills.

Personal Attributes

• Positive attitude.
• Excellent verbal and written communication skills.
• Ability to work under pressure, meet deadlines, and handle multiple tasks in a fast-paced environment.
• Experience working in a team-oriented, collaborative environment.
• Ability to compromise when merited, as well as exercise good judgment.
• Ability to work independently, proactively, and establish ownership of issues.
• Demonstrated interpersonal skills, able to foster strong relationships internally and externally.
• Desire to grow and evolve the position.

Performance Metrics

• All tickets are properly scheduled according to internal-facing SLAs.
• Manager and peer review of goal achievement.
• Coachability, willingness to work as a member of a team.
• Detailed ticket notes at every relevant step of dispatch.
• The Dispatch portal is properly maintained. Tasks do not “fall through the cracks”.

Physical Demands

• Sitting or Standing for Long Periods: Ability to remain seated or standing at a workstation for extended durations, with regular breaks to prevent fatigue.
• Viewing a Computer Monitor: Sustained ability to focus on a computer screen for tasks such as reading, typing, and data entry, with appropriate lighting and screen settings to reduce eye strain.
• Digital Dexterity and Hand/Eye Coordination: Proficient use of hands and fingers to operate office equipment, including frequent alpha/numeric keyboarding, mouse usage, and handling other peripherals.
• Oral Communications: Engaging in clear and effective verbal communication over the phone, video calls, and occasionally in person, requiring strong speech and active listening skills.
• Use of Peripheral Devices: Handling and operating devices such as a mouse, headset, and other computer accessories with precision.
• Basic Ergonomic Adjustments: Ability to adjust seating, monitor height, and other workstation elements to maintain comfort and reduce physical strain.
• Environmental Awareness: Maintaining a workspace free from excessive noise and distractions to ensure focus and productivity.
• Occasional Lifting and Moving: Ability to lift and move light objects, such as laptops, documents, and office supplies, as needed.
• Periodic Travel to Customer Offices: Willingness and ability to travel to customer offices as required, which may involve air travel, driving, ride-sharing, or using public transportation.
• Periodic Travel to Xantrion’s Office: Willingness and ability to travel to Xantrion's office or shared workspace as needed, which may involve air travel, driving, ride-sharing, or using public transportation.

Company Policy and Procedure Compliance

• Follow and support company policies and procedures as well as all local, state, and federal laws.
• Always maintain confidentiality of company and customer records and information.
• Maintain a professional image, adhering to Xantrion’s dress code.
• Must have an existing cell phone (running current Android or iOS).
• If applicable, Xantrion will provide a cell phone, internet connection, and home office equipment allowance. See the Xantrion Handbook for details.

When Working Remote

• Must have a reliable, high-speed internet connection that effectively supports work responsibilities, including video conferencing.
• Must have a dedicated, secure, and private workspace. Unless arranged by Xantrion, shared work environments, such as coworking spaces, are unacceptable. Client information must always be kept private.
• Must use Xantrion-provided PC and headset to execute job functions.