Utility Dispatch Supervisor

1 day ago


Decatur, Illinois, United States DeKalb County Full time

Job Summary:

The Utility Dispatch Supervisor is responsible for overseeing the department's dispatching activities and operations. This role requires strong leadership and communication skills to manage a team of dispatchers and ensure efficient service delivery.

Key Responsibilities:

  • Manage departmental dispatching activities and direct personnel engaged in dispatching emergency maintenance and repair crews.
  • Monitor departmental activities that may impact call volume and assist dispatchers as needed.
  • Handle escalated calls and oversee decisions made by dispatchers, providing guidance according to departmental policy and procedures.
  • Supervise, direct, and evaluate assigned dispatchers, processing employee concerns and problems, directing work, counseling, and disciplining employees, and completing employee performance appraisals.
  • Plan and arrange work schedules of assigned staff to ensure continuous shift coverage, process leave requests, and maintain coverage by filling vacancies in shift coverage.
  • Perform all dispatcher functions and tasks during periods of excessive call volume, coordinate repair and maintenance activities with repair crews, other departments, and contractors, and maintain related records on the disposition of required repair and maintenance tasks.
  • Develop, write, and publish policies and procedures to enhance departmental efficiency, consistently look for ways to improve current dispatching processes, and confer with superiors in the planning, formulation, and implementation of procedural changes.
  • Train staff on equipment operation, established work procedures, and departmental guidelines, coach and train employees on how to use current equipment and software to improve the timeliness of completing tasks, and maintain an open-door policy for employees to ask questions or seek supervisory help after hours.

Requirements:

  • Associate degree in Business, Public Administration, Communication, or a related field.
  • Three years of experience in radio communications, utility customer service, call center dispatch, or related work, with supervisory or lead experience required.
  • Must possess and maintain a valid Georgia driver's license.


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