Lead Dispatcher

Delta Utilities; Werner Park (LA); On-site; USD 65,000 - 90,000; Full time

Job summary

Delta Utilities is seeking a Lead Dispatcher to provide leadership and operational oversight for gas dispatch activities, ensuring safe, efficient, and timely response to emergency and non-emergency work. The role supports dispatchers, monitors system performance, and escalates issues in a 24/7 environment.

The position requires strong Genesys experience, coaching ability, and excellent organizational and communication skills to lead scheduling, issue resolution, and cross‑department

Qualifications

• Requires high school diploma or equivalent.
• Minimum 5 years in dispatch, gas distribution operations, customer service, or emergency response preferred.
• Demonstrated ability to coach others or support team operations is desirable.

Responsibilities

• Assist Dispatchers with day-to-day operational and customer-related tasks.
• Monitor phone systems and ensure dispatchers are logged in and using correct codes.
• Provide coaching and training on applications, policies, and soft skills.
• Coordinate scheduling and ensure accuracy across OSS systems.
• Respond to emergencies and ensure proper escalation and communication.

Skills

Genesys

Coaching

Scheduling

Customer service

Communication

Multitasking

Education

High school diploma

Tools

OSS

OFS

CCS

Job description

JOB SUMMARY / PURPOSE

The Lead Dispatcher serves as the primary support resource for the Dispatch team, providing guidance, coaching, and operational oversight to ensure safe, efficient, and timely dispatching of gas emergency and non-emergency work. This role supports dispatchers, monitors system performance, facilitates communications between departments, and escalates issues as needed. The Lead Dispatcher helps maintain workflow continuity, assists in problem resolution, and ensures adherence to company procedures and customer service standards within a 24/7/365 operational environment.

ACCOUNTABILITIES AND ESSENTIAL FUNCTIONS

People Leadership & Support

• Assist and support Dispatchers with day-to-day operational and customer-related tasks.
• Monitor the Genesys Phone Canvas to ensure Dispatchers are logged in as scheduled and using correct Idle Codes.
• Provide coaching and training for new and existing Dispatchers on applications, policies, procedures, and soft skills.
• Keep the Dispatch Supervisor informed of employee issues or performance concerns.
• Demonstrate strong interpersonal and listening skills when interacting with co‑workers and customers.
• Problem‑solve and make sound decisions when supporting Dispatcher workflow; seek guidance from the Dispatch Supervisor when unsure of the proper action.

Systems Administration & Oversight

• Serve as Genesys Phone Agent Administrator, including assigning and reassigning phone routing for dispatchers in assigned areas.
• Maintain technician schedules in OSS systems and ensure accuracy of scheduling inputs.

Process Management & Operational Coordination

• Attend monthly Safety Meetings and participate in discussions and updates.
• Attend Daily DOR Meetings and facilitate meetings when needed.
• Ensure timely Notifications:
  • Report system issues to the Help Desk.
  • Notify appropriate Operations personnel and the Dispatch Supervisor of emergency situations such as outages, major incidents, or fatalities.
• Monitor and continuously verify the status of orders to ensure workflow accuracy.
• Ensure emergency calls, locates, and internal/external customer complaints are dispatched and handled promptly and in compliance with company procedures; personally manage these tasks when Dispatchers are occupied.
• Ensure all customer-based work is routed and completed before technician end‑of‑shift.
• Monitor and acknowledge all system alerts.
• Schedule and conduct meetings as needed to support operations.
• Resolve scheduling issues between Call Centers, Districts, and Supervision to achieve optimal results.
• Review and respond to Lead Queue emails in a timely and effective manner.

MINIMUM REQUIREMENTS

Education

• High school diploma or equivalent.

Experience

• 5 years prior experience in dispatch, gas distribution operations, customer service, or emergency response is preferred.
• Demonstrated experience coaching others or supporting team operations is desirable.

Knowledge, Skills & Abilities

• Proficiency with Genesys phone systems and ability to learn additional applications (OFS, OSS, CCS, etc.).
• Strong analytical, organizational, and communication skills.
• Ability to multitask and make sound decisions in fast-paced or high‑pressure environments.
• Strong customer service and problem‑solving skills.

Certificates, Licenses

• None required.

WORKING CONDITIONS

• Frequent sitting, talking, typing, and use of hands.
• Fast-paced environment with high workload and tight deadlines.
• Must be available for rotating shifts, overtime, nights, weekends, and holidays as needed.
• As part of a 24/7/365 operation, this position is considered essential personnel and may be required to report during emergencies or severe weather conditions.