What are the responsibilities and job description for the Supervisor of Dispatch position at Artesian Resources Corporation?
Position Summary
The Supervisor of Dispatch is responsible for leading and overseeing daily dispatch operations to ensure timely, safe, and efficient coordination of field crews supporting utility services, including water, wastewater, electric, or gas operations. This role serves as a key operational leader, ensuring effective communication, regulatory compliance, and high-quality customer service while managing staff performance, scheduling, and emergency response.
Essential Duties and Responsibilities
- Supervise, coach, and evaluate dispatch staff, including scheduling, attendance management, and performance reviews
- Oversee daily dispatch operations to ensure timely response to service requests, outages, maintenance, and emergencies
- Act as the escalation point for complex service issues, customer concerns, and field coordination challenges
- Develop, implement, and maintain dispatch procedures, workflows, and best practices
- Ensure compliance with safety regulations, utility standards, labor agreements, and internal policies
- Coordinate closely with field supervisors, operations managers, and other departments
- Monitor workload, call volume, and staffing needs; adjust resources as needed
- Lead dispatch response during emergencies and after-hours incidents, including on-call responsibilities
- Support training, onboarding, and continuous development of dispatch personnel
- Prepare reports, metrics, and documentation related to dispatch performance and service levels
- Perform other duties as assigned
Knowledge, Skills, and Abilities
- Strong leadership and decision-making skills in a fast-paced environment
- In-depth understanding of utility operations and dispatch principles
- Ability to manage emergencies calmly and effectively
- Excellent communication, customer service, and conflict-resolution skills
- Proficiency with systems to included work management, customer information and mapping systems
Minimum Qualifications
- High school diploma or equivalent required
- 5 years of dispatch experience, preferred
- 3-5 years of management or lead experience
- Ability to work rotating shifts, weekends, holidays, and respond to emergencies
ARTESIAN IS COMMITTED TO PROVIDING REASONABLE ACCOMMODATIONS UNDER THE AMERICANS WITH DISABILITIES ACT.