Hybrid Dispatch Supervisor bei Protos Security

Job Description  

Company:         Protos Security  

Title:                  Dispatch Supervisor  

Location:           Daleville, VA  

Shift:                  3rd Shift  

Position Overview & Responsibilities  

Protos is seeking a Dispatch Supervisor to join its team. The Dispatch Supervisor will report directly to either the Fulfillment Manager or Intake Manager and will be responsible for a team that is the first point of contact for clients, officers, and service partners, as well as individuals who address service requests and incident tracking, ensuring that both internal and external customers receive a level of service that exceeds their expectations. The Supervisor is responsible for managing team members who collect and review data, initiate and execute requests, review submissions for completeness of information, and address incidents. In addition to supervisory duties, the Supervisor is expected to be able to work the Intake and Fulfillment desks. Our work environment is fast paced, positive and stresses results oriented internal growth.  

The Dispatch Supervisor’s core responsibilities will include the following:  

• Prioritize staff members’ work based on their strengths, skills, and developmental needs 
• Coach and develop team members 
• Provide excellent customer service to internal and external customers 
• Resolve applicable officer, customer, service partner and internal inquiries and requests per defined processes and guidelines while overcoming certain obstacles within the conversation 
• Assist with setting proper expectations with internal and external customers about their request(s) or issue(s) that need to be resolved 
• Be comfortable executing requests using requirements, multiple data sources and systems 
• Provide guidance and subject matter expertise to Fulfillment Agents and other coworkers 
• Provide continuous improvement feedback and suggestions to management 

• Use multiple systems and online tools to complete analysis and tasks 
• Work with Vendors and Partners to address Officer issues 
• Additional duties as directed by management. 

Education, Skills and Experience  

• Excellent written and verbal communication skills. 
• Advanced knowledge of basic office applications and ability to learn new proprietary software. 
• Strong problem-solving and analytical skills. 
• Excellent prioritization and time management skills, strong collaborative and leadership skills. 
• Process driven, detailed oriented and highly organized. 
• Strong organizational and planning skills 
• Excellent time management skills and ability to multi-task and prioritize work 
• More than five years in a service-focused role, with lead or supervisory responsibilities 
• High School Diploma required; Associates or Bachelor’s Degree preferred 

Travel Travel is not required.  

Position Type  Full-time, Non-Exempt  

Shift   Mon-Fri, 2p-10p