Dispatch Supervisor

Service Corporation International•Phoenix, AZ

About The Position

For a Market, the Dispatch Supervisor oversees scheduling of resources and automotive vehicles for daily operations supporting a funeral home and/or care center. The role ensures adequate coverage to provide superior service to client families while maximizing the use of company personnel and physical resources in accordance with budgetary standards. The position receives first calls, gathers initial information with care and empathy, enters it into proprietary software, and dispatches Removal Technicians. It reviews and processes technician paperwork and may assist with embalming recordkeeping. The supervisor creates and maintains transportation and removal work and on-call schedules, coordinates staff and vehicles, and adjusts schedules to account for time off, holidays, seasonal volumes, and changing business demands. The role also oversees vehicle readiness and maintenance scheduling, manages technician supplies and personal protective equipment, and may handle inventories and procurement of caskets, cremation containers, and office supplies. The Dispatch Supervisor leads by example and provides development and performance feedback to management.

Requirements

High school diploma or GED equivalent.
Current state driver’s license with an acceptable driving record.
Three years of scheduling or logistics experience.
Knowledge of the company’s service promise, services, capabilities, policies, procedures, and practices to meet business needs.
Ability to resolve issues in accordance with company goals and objectives.
Professional verbal and written communication and interpersonal skills.
Ability to prioritize and organize effectively with attention to detail.
Ability to work in a fast-paced, high-pressure environment.
Ability to multitask using multiple software programs simultaneously.
Proficient MS Office suite skills.
Proficient database software skills and understanding of automated workflow.
Availability for night and weekend work.

Responsibilities

Receive first calls, gather initial information with care and empathy, enter information into proprietary software, and contact and dispatch Removal Technicians.
Review Removal Technician paperwork for completeness and accuracy, resolve issues with technicians, process removal paperwork, and potentially assist with embalming recordkeeping.
Create transportation and removal work and on-call schedules for visitations, services, transfers, and removals; schedule vehicles and staff while considering time off, holidays, and seasonal volumes.
Review work schedules with Field Leadership, revise schedules as needed, and communicate and post schedules to meet changing business demands.
Ensure vehicles are maintained, clean, appropriately stocked, and used in accordance with fuel card procedures; maintain vehicle maintenance and inspection schedules and schedule repairs or maintenance.
Maintain Transportation and Removal Technician supplies and PPE, take inventory, reorder as needed, and source vendors.
May maintain casket and cremation container inventory and order special requests.
May maintain general office supplies and schedule recurring PPE or office supply orders for Market locations.
Lead by example through professional behavior and communication.
Provide development and performance feedback to management.