Dispatch Supervisor

  • Location
    Fond Du Lac , Wisconsin
  • Salary
  • Category
  • Job type
    Contract/Temp to Hire

Responsible for coordinating efficient and timely customer installation and repair assignments. Drive efficient and effective assignment of all work order based tasks on day of service. Track and monitor type and frequency of issues that may require further training or follow up.
Provide positive influence and leadership within the Dispatch organization. This position is intended to have a leadership component and requires one to be mindful of their behavior both in and out of the workplace while representing the company.

Actively and consistently support all efforts to simplify and enhance the customer experience
Assist in driving field technician productivity and time management.
Monitor real-time performance and job completion of assigned field technicians, and backfill cancelled jobs when possible.
Ensure efficient and effective routing of each day's scheduled work to the appropriate field technician.
Monitor use of ETA's by all field personnel and escalate all exceptions to the appropriate Supervisor for coaching

Ensure that all routed Technicians achieve necessary amount of completed work each day
Follow up with the appropriate supervisors on all unscheduled training, time off, or other instances that reflect poor planning or failure to plan that result in deviations in expected workforce availability.
Troubleshoot and resolve issues by fixing the customers problem over the phone whenever possible to eliminate unnecessary technician visits
Escalate more technical issues beyond your expertise to the TSR.

Liaison with Dispatcher I and II as subject matter experts to mentor their growth and improve the end to end customer experience.


Skills/Abilities and Knowledge
Ability to analyze and interpret data
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to communicate with all levels of management and company personnel
Ability to handle multiple projects and tasks
Ability to maintain confidentiality
Ability to make decisions and solve problems while working under pressure
Ability to prioritize and organize effectively
Ability to show judgment and initiative and to accomplish job duties
Ability to use personal computer
Proficient in using Microsoft Office software applications (including MS Word, Excel, etc.)
Ability to work independently
Ability to work with others to resolve problems, handle requests or situations
Knowledge of cable television products and services
Flexibility with work schedule required (weekend, early morning, or night shift)

Education High School Diploma or equivalent work experience
2+ years Dispatch experience