Overview
The Facilities Dispatch Supervisor is responsible for the overall performance, direction, and operational leadership of the call center supporting facility maintenance and business needs within a manufacturing environment. This role provides strategic oversight, performance management, and decision-making authority to ensure efficient call handling, accurate work order management, and alignment with business priorities.
The Supervisor leads a team of Dispatch Leads and Operators, establishes operational standards, and partners with maintenance and operations leadership to ensure service reliability, safety compliance, and continuous improvement.
Pay: $65,000/annually
Benefit Information: ABM offers a comprehensive benefits package. For information about ABM’s benefits, visit ABM Employee Benefits | Front Line Team Members
Responsibilities
Team Leadership & Management
- Directly manage Dispatch Leads and oversee the broader dispatch operators’ team
- Set clear expectations for performance, service standards, and accountability
- Conduct performance evaluations, coaching sessions, and development planning
- Address employee relations, attendance, and performance concerns
- Drive team engagement, morale, and retention initiatives
- Ensure appropriate staffing levels, scheduling, and coverage across shifts
Operational Oversight & Decision-Making
- Own day-to-day call center operations and ensure alignment with business priorities
- Establish and enforce call handling procedures, escalation paths, and service level expectations
- Provide guidance to Leads on complex or high-impact decisions
- Ensure operational consistency across all shifts and team members
- Act as the primary escalation point for critical issues impacting production, safety, or service delivery
Work Order Strategy & Service Delivery
- Oversee prioritization framework for work orders based on safety, urgency, and operational impact
- Ensure efficient dispatching processes and effective coordination with maintenance teams
- Monitor backlog, response times, and resolution cycles to maintain service levels
- Partner with maintenance leadership to improve workflow efficiency and resource alignment
Performance Management & Continuous Improvement
- Own and track key performance indicators (KPIs) including call volume, service levels, backlog, resolution times, and data accuracy
- Analyze trends, identify gaps, and implement process improvements
- Lead continuous improvement initiatives across call handling, dispatch, and CMMS workflows
- Develop and implement best practices to enhance operational efficiency and customer experience
Compliance, Reporting & Governance
- Ensure compliance with regulatory and company requirements (FAA, OSHA, and internal standards)
- Maintain oversight of documentation accuracy and audit readiness
- Prepare and deliver performance reports to senior leadership
- Support and lead audits, ensuring corrective actions are implemented as needed
Stakeholder Management & Communication
- Serve as the primary liaison between call center operations, maintenance teams, and leadership
- Communicate service impacts, operational updates, and critical incidents to key stakeholders
- Collaborate cross-functionally to align priorities and improve service delivery
- Address escalated customer concerns and ensure resolution
Qualifications
Qualifications
- High school diploma or equivalent required; associate or bachelor’s degree preferred
- 5+ years of experience in call center, dispatch, or maintenance coordination roles
- 2+ years of formal leadership or supervisory experience required
- Experience with CMMS platforms (e.g., Maximo or similar systems) strongly preferred
- Experience in aerospace, manufacturing, or industrial environments preferred
- Strong leadership, decision-making, and problem-solving skills
- Ability to manage multiple priorities in a fast-paced, high-reliability 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 operational continuity
- Requires extended periods of sitting, phone use, and computer work
Key Competencies
- Leadership and team management
- Strategic thinking and operational oversight
- Performance management and accountability
- Customer service and service delivery excellence
- Process improvement and change management
- Communication and stakeholder influence
- Risk assessment and decision-making
