Salary Range: $44,654 - $71,893
Purpose of Classification:
The purpose of this classification is to oversee, plan, supervise and organize departmental dispatching activities and operations.
Essential Functions:
The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.
Manages departmental dispatching activities and directs personnel engaged in dispatching emergency maintenance and repair crews; monitors departmental activities that may impact call volume; monitors radio traffic and assists dispatchers when needed; handles all escalated calls; oversees decisions made by dispatchers and offers guidance according to departmental policy and procedures; and assists general foreman and superintendents.
Supervises, directs and evaluates assigned dispatchers; processes employee concerns and problems; directs work; counsels and disciplines employees; and completes employee performance appraisals (performs call, radio and audits on employee performance).
Plans and arranges work schedules of assigned staff to ensure continuous shift coverage; processes all leave requests; processes all overtime requests; maintains coverage by filling vacancies in shift coverage; and creates, updates and publishes schedules.
Performs all dispatcher functions and tasks during periods of excessive call volume; coordinates repair and maintenance activities with repair crews, other departments and contractors; maintains related records on the disposition of required repair and maintenance tasks; researches data relating to service problems; receives transmissions about problem resolution and requests for service via radio from repair crews and police; processes very time-sensitive federal/state sanitary sewer spill and overflow (SSO) reports; and answers customer billing inquiries.
Develops, writes and publishes policies and procedures to enhance departmental efficiency; consistently looks for ways to improve current dispatching processes; confers with superiors in the planning, formulation and implementation of procedural changes; maintains and updates all dispatching operational manuals and procedures; and documents all current dispatch processes and procedures.
Trains staff on equipment operation, established work procedures, and departmental guidelines; coaches and trains employees on how to use current equipment and software to improve the timeliness of completing tasks; trains employees on policies and procedures; and maintains an open-door policy so employees can ask questions or seek supervisory help after hours by radio or cell phone.
Minimum Qualifications:
Associate degree in Business, Public Administration, Communication, or a related field; three years of experience in radio communications, utility customer service, call center dispatch, or related work, a similar position with supervisory or lead experience required; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.
Specific License or Certification Required: Must possess and maintain a valid Georgia driver’s license. Performance Aptitudes