Evening Dispatch Supervisor

HighGround; North Richland Hills (TX); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health Insurance

401k with company matching

Paid Vacation, Sick time and Holidays

All tools provided

Bonus Potential

Advancement Potential

Job summary

Dry Force, a leading water damage restoration company in Irving, TX, seeks an Evening Dispatch Supervisor to oversee the Dispatch team’s day-to-day operations, ensure efficient scheduling, and uphold high customer service standards. You will mentor new hires, coordinate with the Communications Manager, and drive QA and process improvements.

The role emphasizes leadership, proactive problem-solving, and weekend availability to support weekend/after-hours scheduling and coverage.

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 operations of the Dispatch team and ensure efficient scheduling.
• Mentor and train new hires and trainees in the Dispatch unit.
• Notify Communications Manager of schedule updates and cover shifts as needed.
• Address and document performance or disciplinary concerns with appropriate actions.
• Conduct daily QA call reviews and provide constructive feedback.
• De-escalate and route customer concerns to the appropriate department.
• Assist in maintaining the Dispatch Training Program.
• Prepare Dash Job Schedule for the next day and confirm zero open jobs at day end.
• Manage live scheduling updates and prioritize incoming tasks.
• Purge/update dashboards and reports related to pending jobs and BI dashboards.

Skills

Leadership

Mentoring

Communication

Performance management

QA compliance

Customer service

Problem-solving

BI tools

Weekend availability

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.