On-Site 24/7 Dispatch Supervisor – Safety & Training

PCSI - Professional Contract Services, Inc; Fort Bliss (TX); Sur place; USD 60 000 - 90 000; Plein temps

Avantages offerts par ce poste

Bonus up to 6%

Health insurance

401(k) with match

PTO 21 days

Résumé du poste

PCSI - Professional Contract Services, Inc. on Fort Bliss seeks a Supervisor for the maintenance service order dispatch team.

The role oversees 24/7 dispatch operations, mentors dispatchers and leads, and ensures timely responses to high-priority items while maintaining safety records. You'll train staff on service procedures, coordinate shift coverage, and manage escalations, while acting as site Safety Officer and coordinating with DPW and Government representatives.

Qualifications

• High school diploma or GED required.
• Minimum of 3 years of progressively responsible experience in dispatch, maintenance work-control, facilities maintenance, or other call center operations.
• Previous experience supervising, leading, or directing employees.
• Experience working in a high-volume, mission-focused environment.

Responsabilités

• Oversee daily call-center and dispatch operations, including calls, email, workflow, and workloads.
• Supervise, coach, train, and assess employees and leads; enforce schedules, attendance, conduct, and chain-of-command requirements.
• Coordinate team assignments, maintain shift coverage, and support effective turnovers.
• Adjust staffing and priorities during shortages, outages, emergencies, and workload surges.
• Ensure immediate attention to Priority 1 and emergency requests, including required notifications, escalation, and documentation.
• Document work order deficiencies, monitor employee performance, and elevate performance concerns to the Project Manager and the People Team.
• Coordinate onboarding and refresher training covering GFEBS and ArMA, dispatch procedures, service priorities, shift turnovers, customer service, and emergency response.
• Ensure service requests are accurately received, documented, classified, prioritized, dispatched, tracked, and resolved.
• Oversee authorized GFEBS and ArMA use, system access, and data integrity.
• Support responses to utility, facility, and system incidents and alert the Project Manager to significant operational risks.
• Maintain professional telephone and email service standards, address escalated customer concerns.
• Support the Project Manager in working with customers and Government representatives to resolve service issues.
• Review service orders, calls, email, dispatch records, and logs for accuracy and compliance with the Performance Work Statement, Quality Control Plan, SOPs, and Government standards.
• Monitor open, duplicate, and incomplete orders and ensure timely resolution in accordance with contract requirements.
• Conduct quality control spot checks, identify trends and recurring errors, and track corrective and preventive actions through closure.
• Serve as the site Safety Officer by coordinating monthly safety training, OSHA compliance activities, and emergency drills.
• Conduct and document workplace inspections and hazard assessments, verify safe work practices, and investigate, report, and elevate injuries, near misses, and safety deficiencies.
• Maintain accurate shift, incident, staffing, training, quality, safety, and situation report (SITREP) records.
• Preserve inspection and corrective-action documentation, support inspections and audits, and report findings and unresolved deficiencies to the Project Manager.

Connaissances

Leadership

Communication

Reporting

Policy understanding

Problem solving

Formation

High school diploma or GED

Associate or Bachelor's Degree

Outils

GFEBS

ArMA

Microsoft Office

Description du poste

PCSI - Professional Contract Services, Inc. on Fort Bliss seeks a Supervisor for the maintenance service order dispatch team.

The role oversees 24/7 dispatch operations, mentors dispatchers and leads, and ensures timely responses to high-priority items while maintaining safety records. You'll train staff on service procedures, coordinate shift coverage, and manage escalations, while acting as site Safety Officer and coordinating with DPW and Government representatives.