Dispatch Supervisor

DRF Water Heating Solutions•Plainfield, NJ

3d•Onsite

About The Position

We are seeking a Dispatch Supervisor to lead our dispatch operations team. This role plays a critical part in driving operational efficiency, maximizing productivity, supporting revenue growth, and delivering an outstanding customer experience. If you're energized by problem-solving, team development, and making real-time decisions that impact business results, this could be the perfect opportunity for you.

Requirements

High school diploma or equivalent required; college coursework or degree preferred.
3+ years of leadership experience in dispatch, logistics, field service, customer service, contact center operations, or another fast-paced service environment.
Experience coordinating mobile workforces, technicians, subcontractors, routes, appointments, or multi-location operations strongly preferred.
Proficiency with Microsoft Outlook, Excel, Word, and Teams.
Experience using dispatch, routing, workforce management, CRM, telephony, or field service management systems.
Strong organizational, analytical, decision-making, and problem-solving skills.
Excellent verbal and written communication skills.
Ability to prioritize competing demands and remain calm under pressure.

Responsibilities

Lead Daily Dispatch Operations: Direct dispatch activities across Chicagoland by balancing technician availability, geography, warehouse inventory, customer commitments, drive times, safety requirements, and workload demands.
Prioritize urgent service needs, same-day and next-day opportunities, committed appointments, and other time-sensitive work.
Monitor the active job queue and proactively resolve scheduling conflicts, delays, call-offs, inventory issues, and resource constraints.
Make timely operational decisions and escalate significant service, safety, compliance, or customer-impacting concerns when appropriate.
Manage Resources & Vendor Partnerships: Coordinate dispatch operations for subcontractor partners in out-of-state markets.
Monitor partner responsiveness, job acceptance rates, cancellations, and completion performance.
Ensure technicians and subcontractors have the qualifications, materials, coverage areas, and information needed to complete jobs successfully.
Adjust staffing and resource allocation to meet changing service demands.
Develop and Lead a High-Performing Team: Coach, mentor, and supervise dispatch personnel to ensure consistent execution and accountability.
Establish clear expectations, service standards, and performance goals.
Conduct team meetings, performance reviews, coaching sessions, recognition programs, and corrective action processes.
Foster a positive, collaborative, and customer-focused culture.
Support Talent Development & Workforce Planning: Assist with recruiting, onboarding, training, cross-training, and employee development initiatives.
Build team capabilities and ensure effective coverage across all operating hours.
Maintain continuity plans and shift handoff procedures to support business operations during absences or unexpected disruptions.
Drive Communication & Customer Satisfaction: Serve as a key communication hub between dispatch, field teams, subcontractors, warehouses, Customer Service, Sales, Purchasing, and leadership.
Ensure timely, accurate, and professional communication regarding schedules, job updates, inventory availability, and service issues.
Help remove obstacles that impact service delivery and customer satisfaction.
Improve Performance & Operational Excellence: Analyze operational data to optimize routing, scheduling, coverage, and productivity.
Partner with cross-functional teams to address recurring process, inventory, capacity, or systems challenges.
Lead continuous improvement initiatives that enhance customer experience, operational efficiency, and revenue performance.