Supervisor/Dispatch

Southwest Gas•North Las Vegas, NV

About The Position

The Supervisor/Dispatch is responsible for overseeing the staff and daily operations of the Dispatch function in one or more operating divisions of Southwest Gas Corporation. This position is responsible for leading the department in achieving high levels of communication quality, productivity, and safety standards while ensuring compliance with company policies, procedures and all federal/state regulations. POSITION DIMENSIONS Reporting to this position are up to 15 non-exempt staff personnel. In this job, the incumbent must be able to influence internal customers and management. The incumbent also frequently exchanges information with department heads outside of Dispatch operations and professional level personnel and may exchange information with external customers and the public. The incumbent infrequently exchanges information with senior management. QUALIFICATIONS There are clear precedents and practices which the incumbent uses to determine how this job is performed. This position requires four to six years of relevant work experience.

Requirements

This position requires four to six years of relevant work experience.

Responsibilities

Oversee department activities to ensure quality, productivity and safety standards are met while leading the department to achieve a high level of customer satisfaction and employee morale
Coordinate changes to standards, policies, procedures and work processes to ensure consistency throughout the operating divisions, cost effectiveness , increased efficiencies, and customer and public safety; remain current with related technology and promote a high level of performance
Monitor and evaluate real-time operations and incidents to ensure optimal response time is achieved, engaging the appropriate escalation procedures and notifying the appropriate level(s) of management as necessary
Monitor and coordinate workload scheduling to ensure adequate resource availability
Investigate, resolve and respond to customer complaints and inquiries via direct communication , including inquiries directly related to Dispatcher and/or Department performance received from internal management
Conduct post incident reviews of Dispatch activities and Department performance and provide incident documentation in compliance with Company policies and procedures
Perform regular quality control reviews of dispatcher adherence to Company and Department policies, procedures and guidelines
Coordinate, conduct and monitor special studies related to Dispatch and assist in gathering Dispatch-related information in response to data requests
Represent the Dispatch department by acting as a subject matter expert on project teams
Assist with the preparation of the department three-year budget plan
Ensure employees remain current on mandatory Company training
Lead, motivate, train and evaluate staff members
Perform related duties and responsibilities as assigned
Regular and predictable attendance is a condition of employment and is an essential function of the job