Dispatch Supervisor - Gas Operations

Job Summary

• Supervises employees engaged in the function of dispatching and scheduling crews and work orders for the construction or maintenance of gas distribution facilities or equipment, and the emergency restoration of customers' gas service. Trains and assists employees utilizing technical applications such as customer service systems, field service systems, customer information systems, and field radio systems. Assists in development and implementation of dispatching applications and system support. Participates in and/or directs emergency and non-emergency situations affecting customers, and general public. Incumbents have on- call / shift responsibilities entailing 24-hour-per-day operations. Span of control: <10 jobs & FTEs (direct & second-level)

Key Accountabilities

• Downloads and assigns daily workload to field resources; monitors workload and manages field resources to ensure the completion of scheduled/assigned tasks 7 operations.
• Performs or ensures the accomplishment of the following core supervisory/management functions for a given group(s) within a business unit: planning, organizing, directing the performance of on-going activities and/or special / ad hoc assignments, staffing (employee selection, training/coaching & performance management, time entry), coordinating, reporting & budgeting.
• Monitors key performance metrics, including (but not limited to) leak response, time commitments, & field productivity); documents exceptions and creates and distributes incident logs. Ensures that all appropriate procedural notifications are carried out.
• Applies Lean Six Sigma or alternative quality management elements to plan, execute and follow-through on operations and improvements; recommends, implements and monitors tactics to continuously improve productivity and customer satisfaction.
• Ensures the dispatch operations compliance with all applicable safety standards and collective bargaining provisions.

Minimum Education & Experience Requirements

• High school diploma or GED, & 5+ years of job relevant experience, including customer service, dispatch, or natural gas distribution or transmission field/station experience

Other Qualifications

Preferred

• Associate degree in an engineering, technical or business discipline
• Completion of operating system or process improvement training
• 2+ years in a supervisory, senior, or lead capacity.

Other Requirements

• Ability to work afternoon shift with midnight relief. This position has to work every other weekend as well.
• Ability to travel & report for work at different locations (typically within the Corporation's service area); incumbents are responsible for their own transportation.
• Successful completion of Department of transportation (DOT) and random drug screening.
• Proficient verbal, written and presentation skills; communicates clearly, with credibility and confidence.
• Analytical & problem solving skills consistent with the ability to identify key issues from a broad range of alternatives, and recommend optimal solutions for various situations.
• Develops challenging short and long-term group plans & objectives aligned with those of the Division & Corporation; solicits staff input in the developmental process.
• Broad understanding of power generation, transmission, distribution and regional power dispatch issues.
• Ability to conduct effective & efficient meetings; manages meetings with optimal results.
• Flexibility & the ability to work with shifting priorities; embrace new/evolving responsibilities.
• Balances multiple demands from superiors, and/or subordinates & peers in a positive and evenhanded fashion; displays a calm demeanor under pressure.
• Initiates new ideas and approaches; challenges prevailing practices & approaches with reasonably sound alternatives.
• Thorough orientation in 'customer satisfaction driven' business units, and the ability to plan, organize, and manage with a Total Customer Satisfaction (TQS) focus.
• Well-developed organization and planning skills (typically acquired through at least 5 years of experience).
• Promotes an atmosphere conducive to the open exchange of new ideas, and alternatives to orthodox approaches.
• Motivates through 'leading by example,' coaching/mentoring and providing ongoing constructive feedback to subordinate staff; competent in systematically eliciting the best efforts & results from subordinate staff.
• Deals effectively with resistance; takes positive steps to avoid the recurrence of errors through constructive critique.

Additional Information

Incumbents may engage in all or some combination of the activities and accountabilities, and utilize a variety of the competencies cited in this description depending upon the organization and role to which they are assigned. This description is intended to describe the general nature and level of work performed by incumbents in this job. It is not intended as an all-inclusive list of accountabilities or responsibilities, nor is it intended to limit the rights of supervisors or management representatives to assign, direct and control the work of employees under their supervision.