Call Center Supervisor (Maintenance Dispatch) - Fort Bliss

PCSI - Professional Contract Services, Inc • Fort Bliss, TX

7d • Onsite

About The Position

The Call Center Supervisor oversees the maintenance service order dispatch team at Fort Bliss, supporting the Project Manager and supervising Service Order Dispatchers and Leads. The team operates a 24/7/365 call center that handles maintenance work orders for the Directorate of Public Works on base. The Supervisor coordinates schedules and shift coverage, supports timely responses to high-priority requests and emergencies, trains employees, checks work quality, and works with the Project Manager to document and identify trends. The role also serves as the site's Safety Officer, coordinating safety training and maintaining safety records.

This is an on-site position at Fort Bliss in El Paso, Texas. Typical hours are Wednesday through Sunday, 2:00 p.m. to 11:00 p.m., with flexibility to cover emergencies as needed. The role may require working any day or time, including weekends and holidays, responding to after-hours emergency calls, working outdoors in inclement weather, exposure to dirt, debris, and odors, and up to 25% local travel. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

PCSI is a nonprofit organization whose mission is to enhance the lives of people with disabilities through employment, advocacy, partnerships, and innovation. It provides services across areas including facilities maintenance, hospital environmental services, custodial and grounds services, disability awareness training, job coaching, and job placement, and integrates people with disabilities and veterans into meaningful jobs with competitive wages and benefits.

Requirements

• High school diploma or GED equivalent.
• At least 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.
• Knowledge of PC functions and software, including Microsoft Office applications such as Word, Excel, and Outlook.
• Leadership skills to guide employees and coordinate daily operations.
• Clear verbal and written communication skills.
• Ability to prepare accurate reports and maintain reliable records.
• Ability to interpret and apply policies, Performance Work Statement (PWS) requirements, and standard operating procedures (SOPs).
• Ability to prioritize competing demands and resolve operational problems.
• Ability to safeguard confidential information and comply with information security requirements.
• Ability to coordinate effectively with customers and Government representatives.
• Ability to exercise sound judgment and make decisions within delegated authority.
• Ability to pass criminal, financial, drug, and driving screening.
• Ability to work outside in inclement weather as needed and be exposed to various dirt, debris, and odors.
• Ability to respond to after-hours emergency calls as determined by the Contracting Office Representative (COR).
• Ability to work any time or day of the week, including weekends and holidays.
• Ability to travel up to 25% locally.
• Ability to be insured as an authorized driver for the Company.
• Valid driver's license and good driving record.
• If required, ability to obtain and maintain security clearance and base access to assigned site(s).
• Must not require immigration sponsorship now or in the future; PCSI does not offer sponsorship, including for H-1B, TN, and STEM OPT visa types.

Nice To Haves

• Associate's or Bachelor's degree.
• Experience using GFEBS and ArMA.
• Experience supporting Department of Defense, Federal Government, or military installation operations on a performance-based service contract.
• Experience supporting DPW, maintenance-control, service-order, dispatch, or facilities-management operations.
• Experience supervising employees in a 24/7 operational environment.
• Quality-control or quality-assurance experience.

Responsibilities

• 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 on 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 and 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; investigate, report, and escalate 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.

Benefits

• Annual bonus opportunity up to 6%.
• Medical, dental, vision, and other health benefit coverage, with an employer contribution offered to cover the employee-only tier.
• 401(k) with company match up to 6%, pre-tax and Roth options, and 100% immediate vesting upon eligibility.
• 21 days of PTO each year, in addition to all federal holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED