Overview
The Lead Dispatch Operator plays a key role in supporting day-to-day dispatch operations within an integrated facility maintenance environment. This position focuses on real-time team support, workflow execution, and service consistency, ensuring calls and work orders are handled efficiently and in alignment with established processes.
Working under the guidance of Dispatch Operations leadership, the Lead serves as a floor-level resource and point of coordination for Dispatch Operators, helping maintain service levels, providing coaching, and supporting operational priorities.
Pay & Schedule:
- $26/hourly, weekday: Monday - Friday | 2:30PM - 11:00PM
Benefit Information: ABM offers a comprehensive benefits package. For information about ABM’s benefits, visit ABM Employee Benefits | Front Line Team Members
Responsibilities
Team Support & Floor Leadership
- Provide day-to-day guidance and support to Dispatch Operators during assigned shifts
- Act as a first point of contact for questions, troubleshooting, and call handling support
- Assist in monitoring workload and helping balance call distribution
- Reinforce established procedures, service standards, and escalation protocols
- Support onboarding and training of new team members
- Deliver informal coaching and feedback to improve individual and team performance
Dispatch Operations Execution
- Support high-volume incoming calls related to facility and production issues (HVAC, electrical, plumbing, structural, and specialized systems)
- Help ensure accurate intake, documentation, and entry of work orders into the CMMS system
- Review work orders for completeness and accuracy, addressing gaps as needed
- Reinforce adherence to call handling expectations and response time standards
Work Order Coordination & Dispatch Support
- Assist in prioritizing work orders based on predefined criteria (safety, operational impact, urgency)
- Support dispatch activities by coordinating with maintenance teams and contractors
- Monitor work order status and help ensure timely updates and follow-ups
- Escalate high-risk or critical issues to the Supervisor or leadership team as appropriate
Performance Support & Continuous Improvement
- Assist in tracking operational metrics such as call volume, response times, and backlog
- Identify recurring issues or workflow challenges and communicate observations to leadership
- Support implementation of process improvements and best practices
- Promote consistency in processes and data quality across the team
Compliance & Documentation
- Support accurate recordkeeping to meet audit and regulatory requirements (FAA, OSHA, company standards)
- Ensure adherence to company policies, procedures, and safety protocols
- Assist leadership during audits or reporting processes as needed
Stakeholder Communication
- Serve as a day-to-day coordination point between call center staff and maintenance teams
- Support communication flow by relaying updates on service requests and issues
- Escalate service disruptions, critical incidents, or customer concerns to leadership
Qualifications
Qualifications
- High school diploma or equivalent required
- 2–4 years of experience in call center, dispatch, or maintenance coordination roles
- Previous experience in a team lead or informal leadership role preferred
- Experience with CMMS platforms (e.g., Maximo or similar systems) preferred
- Experience in aerospace, manufacturing, or industrial environments preferred
- Strong communication and organizational skills
- Ability to work in a fast-paced, team-oriented environment
- Proficiency in Microsoft Office and enterprise systems
Work Environment
- Supports 24/7 operations, including evenings, weekends, and holidays
- Fast-paced, high-reliability environment focused on safety and precision
- Requires extended periods of sitting, phone use, and computer work
Key Competencies
- Team support and collaboration
- Customer service focus
- Attention to detail and data accuracy
- Problem-solving and decision support
- Communication and coordination
- Adaptability in a dynamic environment
