Evening Dispatch Supervisor

HighGround; Grand Prairie (TX); On-site; USD 50,000 - 75,000; Full time

Benefits offered by this job

Health Insurance (including Vision, 
D

401k with company matching

Paid Vacation, Sick time and Holidays

All tools and supplies provided

Bonus Potential

Advancement Potential

Job summary

Dry Force is seeking an Evening Dispatch Supervisor in Irving, TX to lead the Dispatch team and ensure efficient scheduling, high QA standards, and strong customer service. You will mentor new hires, manage performance, and coordinate with the Operations Support Manager to maintain service excellence.

The role requires weekend availability and a proactive approach to process improvements, communications, and training.

Qualifications

• 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.
• Must be willing to work weekends.

Responsibilities

• Oversee day-to-day functions of the Dispatch team and ensure smooth scheduling.
• Notify Communications Manager of schedule updates and cover planned vacations.
• Address disciplinary matters and document concerns for management review.
• Maintain and contribute to the Dispatch Training Program for new hires.
• Mentor and guide new hires and trainees in the Dispatch team.
• Conduct daily QA reviews of calls and provide feedback.
• Handle customer complaints and de-escalations and route to the right department.
• Support changes to improve dispatch operations and policies.
• Assist in updating reports and schedules for the current and next day.
• Ensure the daily schedule closes with zero open jobs and forecast updates are issued.

Skills

Leadership

Mentoring

Communication

QA compliance

Customer service

Problem solving

Adaptability

BI tools

Weekend availability

Tools

BI tools

Job description

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

Key Responsibilities:

• Assist 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:

• 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.
• Must be willing to work weekends

Dry Force opened its doors in 2003 with the mindset that we wanted to help people in one of their greatest times of need. That mindset has helped us grow into the successful organization we are today. Due to that growth, we need honest, hardworking, and committed people to help carry on our tenets of quality, honesty, and service beyond compare. Our benefits include:

• 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

If you are ready to take on a leadership role within a dynamic and evolving company like Dry Force, we encourage you to apply for the Evening Dispatch Supervisor position in Irving, TX. Join our team and be a part of our commitment to excellence in water damage restoration services.