Evening Dispatch Supervisor

Key Responsibilities

• Aid and support the team in the day-to-day functions of a dispatcher as needed.
• Notify the Communications Manager of updates/changes to the shift schedule for the Dispatch team, including covering scheduled shifts for planned vacation requests and being the first point of contact for sick/call-in shifts.
• Address performance or behavior that falls below acceptable standards promptly, and provide feedback or take necessary disciplinary actions, including warnings, written notices, suspensions, or terminations. Document and report all disciplinary concerns to the Communications Manager for final review.
• Assist in maintaining the Dry Force Dispatch Training Program, ensuring that all new hires complete the required training sections.
• Mentor and provide guidance to new hires and trainees within the Dispatch team, actively addressing their concerns and fostering their growth.
• Conduct daily call reviews for incoming calls to ensure Quality Assurance (QA) compliance and provide feedback and reviews as needed.
• Address and properly document all customer complaints, concerns, compliments, and direct them to the appropriate department for follow-up, serving as a De-Escalation Specialist.
• Support and implement evolving changes necessary for the continued success of Dry Force in a proactive and constructive manner.
• Recommend changes to company policies through discussion and review with the Communications Manager.
• Complete all other tasks as assigned by the Communications Manager.

Additional Daily Job Duties

• Purge and update the 'Pending' and 'Pre-Production' job buckets in the Dash Job Dashboard.
• Purge and update the 'Audit-Last Job Task' Report from the Business Intelligence (BI) Report.
• Purge and update the 'Pending Sales Water Jobs with No Estimator Assignment' Report from the Dash Report.
• Maintain workflow on the current day's schedule and ensure that routes planned adhere to best practices.
• Prepare and finalize the Dash Job Schedule for the next day, including necessary blocks.
• Confirm that there are zero open jobs on the current day's schedule when closing out for the day.
• Obtain updates on any pending job tasks holding on the schedule for follow-up.
• Send out daily forecast updates throughout the day.
• Manage live updates to the scheduling, prioritizing jobs as they are received.

Qualifications

• Proven experience in dispatch or scheduling roles.
• Strong leadership and mentoring skills.
• Excellent communication and interpersonal skills.
• Ability to address performance and behavior issues with tact and professionalism.
• Knowledge of QA compliance and customer service best practices.
• Proactive, adaptable, and open to change.
• Problem-solving and decision-making abilities.
• Familiarity with business intelligence tools is a plus.
• Willingness to work weekends.

Benefits

• Health Insurance (including Vision, Dental, Long/Short term Disability)
• 401k with company matching
• Paid Vacation, Sick time and Holidays
• All tools and supplies provided
• Bonus Potential
• Advancement Potential

About the Role

Dry Force, a leading water damage restoration company in Irving, TX, is seeking an Evening Dispatch Supervisor to join our team. The role is crucial for overseeing the Dispatch team, ensuring smooth and efficient scheduling, performance, and customer service, while actively participating in mentoring and training new hires. The Dispatch Supervisor works closely with the Operations Support Manager and other team members to maintain high standards and success at Dry Force.