Technical Dispatch Supervisor

A retail employer in the Cincinnati area is seeking a Team Lead for their facilities dispatch team. Reporting directly to the Operations Manager, this resource will lead a team of 12 dispatchers for IoT refrigeration maintenance. Responsibilities include:
- Supervising, managing, and directing the activities of Facilities Management Support Resources.
- Working with Customer to provide Deliverables as outlined herein during the Term.
- Understanding, adhering to, and supporting adherence to Customer Facilities Management monitoring and support standards and applicable policies and procedures, as provided in writing by Customer.
- Gain knowledge of Customer’s Facilities Management policies, procedures, tools, and systems and apply it to the supervision and training of the FM Team.
- Coordinate Services with Customer’s personnel.
- Communicate and escalate issues as in a timely manner.
- Ensure the Services satisfy Customer’s business needs by aligning to the specifications of this Statement of Work.

Complete Deliverables:
(a) Reviewing and maintaining weekly employee and FM Team productivity reports using Customer systems and tools
(b) Monitoring feedback channels and ensuring information is regularly reviewed with FM Team members
(c) Providing weekly summaries to Customer on FM Team composition, performance, and productivity
(d) Scheduling and coordinating Services in accordance with Customer’s requirements, as communicated to Service Provider in writing
(e) Establishing, assigning, and tracking of shifts and schedules for FM Team members
(f) Coordinating assigned activities as required by Customer and the program

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

-3+ years experience supervising people in a Dispatch Center, Call Center, Help Desk, or Technical Desk
-Experience managing a team of 8-12 people
-Experience in Change Management
-Experience in Process Improvement
-Experience Triaging customer issues
-Omnichannel Experience (Email, Voice, Chatbot, etc.)

-Retail grocery experience
-Experience with Dispatch of Maintenance staff

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.