Facilities Dispatch Supervisor

ABM•Savannah, GA

7d•Onsite

About The Position

The Facilities Dispatch Supervisor is responsible for the overall performance, direction, and operational leadership of the call center supporting facility maintenance and business needs within a manufacturing environment. This role provides strategic oversight, performance management, and decision-making authority to ensure efficient call handling, accurate work order management, and alignment with business priorities. The Supervisor leads a team of Dispatch Leads and Operators, establishes operational standards, and partners with maintenance and operations leadership to ensure service reliability, safety compliance, and continuous improvement.

Requirements

High school diploma or equivalent required
5+ years of experience in call center, dispatch, or maintenance coordination roles
2+ years of formal leadership or supervisory experience required
Experience with CMMS platforms (e.g., Maximo or similar systems) strongly preferred
Experience in aerospace, manufacturing, or industrial environments preferred
Strong leadership, decision-making, and problem-solving skills
Ability to manage multiple priorities in a fast-paced, high-reliability environment
Proficiency in Microsoft Office and enterprise systems

Nice To Haves

associate or bachelor’s degree preferred

Responsibilities

Directly manage Dispatch Leads and oversee the broader dispatch operators’ team
Set clear expectations for performance, service standards, and accountability
Conduct performance evaluations, coaching sessions, and development planning
Address employee relations, attendance, and performance concerns
Drive team engagement, morale, and retention initiatives
Ensure appropriate staffing levels, scheduling, and coverage across shifts
Own day-to-day call center operations and ensure alignment with business priorities
Establish and enforce call handling procedures, escalation paths, and service level expectations
Provide guidance to Leads on complex or high-impact decisions
Ensure operational consistency across all shifts and team members
Act as the primary escalation point for critical issues impacting production, safety, or service delivery
Oversee prioritization framework for work orders based on safety, urgency, and operational impact
Ensure efficient dispatching processes and effective coordination with maintenance teams
Monitor backlog, response times, and resolution cycles to maintain service levels
Partner with maintenance leadership to improve workflow efficiency and resource alignment
Own and track key performance indicators (KPIs) including call volume, service levels, backlog, resolution times, and data accuracy
Analyze trends, identify gaps, and implement process improvements
Lead continuous improvement initiatives across call handling, dispatch, and CMMS workflows
Develop and implement best practices to enhance operational efficiency and customer experience
Ensure compliance with regulatory and company requirements (FAA, OSHA, and internal standards)
Maintain oversight of documentation accuracy and audit readiness
Prepare and deliver performance reports to senior leadership
Support and lead audits, ensuring corrective actions are implemented as needed
Serve as the primary liaison between call center operations, maintenance teams, and leadership
Communicate service impacts, operational updates, and critical incidents to key stakeholders
Collaborate cross-functionally to align priorities and improve service delivery
Address escalated customer concerns and ensure resolution