Who We Are:
Founded in 1971 in Chelmsford, MA and now headquartered in Southern California, NAVCO has been committed to innovation and world-class service from day one. Built on our core values of Quality, Teamwork, Respect, Honesty, Integrity, and Responsibility, NAVCO has grown into one of the largest security integrators in the country. As an employee-owned company, our security experts are personally invested in creating safer and more financially secure environments for our customers, colleagues, and communities.
Position Summary:
The Dispatch Supervisor oversees the daily operations of the dispatch, ensuring efficient scheduling, coordination, and communication related to service calls, customer requests, and technician dispatching. This role is responsible for supervising dispatch staff, maintaining high service standards, and ensuring timely resolution of customer needs.
The Dispatch Supervisor serves as a key liaison between customers, technicians, and internal departments to ensure seamless service delivery and operational efficiency. The ideal candidate is an initiative-taking leader who thrives in a demanding environment, demonstrates strong communication and organizational skills, and is committed to delivering exceptional customer service.
Key Responsibilities:
• Oversee the day-to-day operations of the dispatch team to ensure timely and accurate service coordination.
• Monitor incoming service requests, calls, and correspondence to ensure prompt response and resolution.
• Coordinate technician scheduling and dispatch to meet customer service level expectations and operational priorities.
• Ensure accurate documentation of service requests, dispatch activities, and customer interactions. • Monitor team performance metrics and service response times to maintain operational efficiency and service quality.
• Address and resolve escalated customer inquiries, service issues, or complaints in a professional and timely manner.
Team Leadership & Supervision
• Interview, train, and mentor dispatch and customer support team members.
Organize and oversee staff schedules, workload distribution, and daily operational coverage.
• Conduct regular performance evaluations and provide coaching to support employee development and accountability.
• Handle employee disciplinary actions in accordance with company policies and procedures.
• Foster a positive team environment that emphasizes collaboration, accountability, and service excellence.
Operations & Process Improvement
• Collect and analyze data related to dispatch operations to work with RSMs on department improvements
• Prepare reports summarizing team performance, service metrics, and operational insights.
• Identify opportunities to enhance dispatch procedures, workflows, and customer support processes.
• Collaborate with service, and leadership teams to improve communication and coordination.
• Assist with staffing and headcount planning for dispatch operations as needed.
Systems & Technology
• Maintain accurate records and documentation within internal systems.
• Utilize dispatching platforms, CRM systems, and ERP tools to support operational processes.
• NetSuite experience is strongly preferred, as it supports NAVCO’s operational and financial systems.
*Other duties may be assigned as needed to support business operations. The responsibilities listed are intended to describe the general nature of the role and are not all-inclusive.
Qualifications:
• Minimum 5 years of experience in dispatch, service coordination, or call center environments.
• At least 3 years of supervisory or team leadership experience in dispatch or customer service operations preferred.
• Experience within security integration, alarm monitoring, or technical service industry is highly desirable.
Skills & Competencies:
• Strong leadership and supervisory skills with the ability to motivate and develop teams.
• Excellent verbal and written communication skills.
• Exceptional customer service mindset and problem-solving abilities.
• Strong organizational and time-management skills with the ability to prioritize workload in a fast-paced environment. • Proficiency in Microsoft Office (Word, Excel, Outlook).
• Experience with NetSuite is preferred.
• Ability to manage multiple projects and deadlines simultaneously.
• High attention to detail and commitment to service quality.
Company Benefits & Perks:
• ESOP – Employee Stock Ownership Program
• 401(k) Retirement Plan • HSA / PPO health plans, dental, vision, and supplemental life insurance
• Recognition and Rewards Program
• Social Responsibility Day (1 paid volunteer day annually)
• 9 Paid Holidays
• Personal Floating Holiday (8 hours annually)
• Magellan Employee Assistance Program
AAP / EEO Statement
NAVCO provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity or expression, veteran status, or any other protected characteristic. NAVCO complies with all applicable federal, state, and local nondiscrimination laws. Harassment or discrimination of any kind is strictly prohibited.
