Dispatch Supervisor

2 weeks ago

Little Rock, United States RITTER COMMUNICATIONS HOLDINGS, LLC Full time
Job DescriptionJob Description

Ritter Communications has been at the forefront of the local communications industry for more than a century. We began providing telephone service in Northeast Arkansas in 1906. Today, Ritter Communications serves over 100 communities across Arkansas, northeast Texas, southeast Missouri, and west Tennessee. The company has grown steadily over the years, expanding rapidly and is now the largest privately-held regional broadband fiber, telecom, video and cloud services provider in the Mid-South. Ritter invests heavily in the communities it serves by deploying proven, best-in-class infrastructure and technology, while coupling it with a world-class customer focused experience.

General Summary:

The Dispatch Supervisor provides support and direction to assigned dispatchers to ensure timely appointment scheduling for new services and equipment, trouble restoral, technician routing, and call center-related job functions. This role serves as the initial point of escalation and maintains KPI reporting and process compliance for the team. This role coordinates responses to incoming service requests and monitors the dispatch system for incoming work orders. The Dispatch Supervisor coordinates with internal departments and customers to maximize customer satisfaction and dispatch efficiency. This role also serves as a resource for training, development, and coaching of dispatch personnel. This individual must be organized, efficient and able to prioritize work.

Essential Job Functions:

  • Coordinates and schedules field technicians for service requests, ensuring efficient allocation of resources based on location, skills, and availability;
  • Monitors incoming service requests and prioritize them based on urgency and customer requirements;
  • Collaborates with the operations team to optimize technician schedules, considering factors such as travel time, workload, and customer expectations;
  • Leads discussions and prepares operational documentation concerning systems, workflows, processes, and procedures relative to the Dispatch department;
  • Communicates with customers to gather necessary information and provide updates on technician arrival times and service status;
  • Proactively identifies potential scheduling conflicts or resource constraints and propose solutions to minimize disruptions;
  • Collaborates with the Service Delivery Manager to develop and maintain Q/A checkpoints, KPIs and SLA adherence;
  • Provides employees with ongoing feedback regarding performance to highlight success and course errors; Follows up on quality or timeline issues regarding incoming dispatch work orders; Balances technician workload to ensure jobs align with work capacity and work order complexity;
  • Participates in the interview and Hiring process for new team members; ensures employees receive the training and instruction necessary to perform job tasks;
  • Travels to customer sites, project areas, business related events, and other Ritter Communications locations as required;
  • Handles other duties as assigned.

Knowledge, Skills, and Abilities:

  • Knowledge of Company policies, procedures, products, and services;
  • Knowledge and mastery of dispatching processes and procedures;
  • Willingness to challenge the status quo;
  • Proficient skill in generating and maintaining business process documentation and performance trends;
  • Proficient skill in the use of various software programs including Microsoft Office (Excel, Outlook, PowerPoint, and Word) SharePoint;
  • Strong oral and written communication skills including presentation skills and facilitation skills;
  • Ability to articulate thoughts and ideas;
  • Strong ability to problem-solve and de-escalate conflict;
  • Ability to demonstrate skills in management;
  • Ability to deal with shifting priorities, demands, and timelines;
  • Ability to effectively prioritize and execute tasks in a high-pressure environment;
  • Ability to elicit cooperation from a wide variety of sources, including upper management, clients;
  • Ability to work independently and pay close attention to detail with little direction;
  • Ability to travel for business requirements; must possess a valid Driver’s License with a satisfactory driving record.

Education and Experience:

High school diploma and 3 years of relevant experience required;

Experience with eLation, project coordination, vendor management, customer experience, and software admin in a technical environment is a plus.

Ritter Communications is an equal opportunity and affirmative action employer; all qualified applicants will receive consideration for employment without regards to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

We strive to maintain a drug-free workplace.

We offer competitive compensation and an outstanding benefits package including health, dental, vision, cancer, accident and life insurance, short-term and long-term disability, 401(k) with company match, flexible spending accounts, free gym membership, company discounts, tuition reimbursement, paid training, paid leave, and much more

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