Dispatch Supervisor

Job Overview:

The Dispatch Supervisor is responsible for ensuring smooth day-to-day dispatch operations across four security companies: Truguard Security Services, Direct Guard Services, Pinnacle Security, and Frontline Patrol. This position requires hands-on support to dispatchers, incident management, and compliance oversight to maintain a high standard of service, communication, and operational efficiency. The Dispatch Supervisor supports dispatchers directly, reviews daily operations, and ensures uniform procedures to enhance service consistency across companies.

Key Responsibilities:

1. Operational Supervision
• Support the daily operations of the dispatch team, assisting with scheduling, resource allocation, and shift coordination across all four companies.
• Step in as a dispatcher when necessary to ensure continuous coverage and client satisfaction.

2. Task Management
• Prioritize and assign tasks to dispatchers based on urgency, location, and availability of resources, ensuring smooth workflow and efficient task completion.
• Maintain shift acknowledgment and completion of shift handover reports by the start of each workweek.

3. Training and Team Development
• Conduct training sessions to ensure dispatchers adhere to company SOPs and standards, and to address any knowledge or performance gaps.
• Oversee uniformity in procedures across companies and ensure dispatchers are familiar with company-specific protocols.

4. Incident Review and Accountability
• Review incidents such as missed clock-ins, incomplete reports, or monitoring lapses; take corrective action within 24 hours and document each incident for tracking.
• Lead post-incident reviews to identify areas for improvement, ensuring transparent communication with team members.

5. Real-Time Monitoring and Quality Control
• Monitor real-time dispatch activities to maintain quality control and prompt response to requests or incidents.
• Oversee dispatcher productivity and adherence to quality standards by regularly reviewing calls, reports, emails, and chats.

6. Operations and Compliance Reporting
• Review and maintain accurate Daily Operations Reports, Daily Activity Reports, lunch and break schedules, and CPTR to ensure consistent service delivery.
• Complete weekly reports for management on operational activities and KPI achievement.

7. Client Communication and Satisfaction
• Facilitate open communication channels between dispatchers and clients to improve client relationships and ensure prompt service delivery.
• Handle dispatch-related inquiries from stakeholders and attend monthly stakeholder meetings to communicate operational updates.

8. Data Security and Compliance
• Ensure all dispatch activities comply with data security protocols, conducting regular audits to ensure confidentiality and compliance with company policies.

9. Process Improvement and KPI Monitoring
• Identify areas for streamlining dispatch processes to improve operational efficiency.
• Ensure KPIs are met, escalate issues as needed, and implement improvements in line with management goals.

10. Timesheet and Payroll Management
• Oversee timesheet accuracy and approve timesheets for the dispatch team by Monday at 12 PM.
• Ensure payroll is processed accurately and on time, verifying all records before submission.

11. Communication and Follow-Up
• Answer and handle all incoming calls from guards, clients, and residents.
• Conduct follow-ups with security guards, clients, and residents as necessary.
• Allocate resources, such as arranging towing services or dispatching supervisors for inspections, when required.

Key Qualifications:
• Experience:
3+ years in a supervisory role within dispatch or operations management, preferably in the security industry.
• Strong understanding of security dispatch management, client service, and incident resolution.
Experience managing virtual employees.
Skills:
• Excellent communication, leadership, and team coordination skills.
• Strong organizational and multitasking abilities.
• Proficient in dispatch software, data management, and operational reporting.
• Effective problem-solving skills and ability to manage priorities in a fast-paced environment.
• Customer Service oriented.

Education:
• High school diploma or equivalent; a bachelor’s degree in business management or a related field is preferred.


Working Conditions:
•Must be available to work flexible hours, including weekends and holidays, to maintain 24/7 dispatch operations.
•Must have a quiet and private workspace during work hours to maintain professionalism and focus.

Equipment:
•Must have reliable internet access.
•Must have a reliable power source.
•Must have dual screens.
•Must have a desktop.
•Must have noise-cancelling headphones.

Compensation:
• $6 an hour at 45 hours a week.

This role requires a strong leader capable of fostering teamwork, supporting dispatcher development, and ensuring high standards of service and compliance across the organization. The Dispatch Supervisor plays an integral role in upholding communication, discipline, and operational efficiency in dispatch functions across all four companies.

Note: To ensure you've read the full job post, please include "DGS" in the subject line when submitting your application. Applications without this will not be considered, as attention to detail is important to us. Additionally, please provide a link to your resume and a 1–2 minute video introduction of yourself. In the video, highlight your skills, relevant experiences as a Dispatch Supervisor, and why you believe you're an excellent fit for the role.