Supervisor - Dispatch
hace 17 días
Naperville
Job Description Who We Are Oncourse Home Solutions (OHS) is a people-centric, $500M organization that is owned by private equity firm, Apax Partners operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We do what is right for our people so they can do their best when serving our 1.8+ million customers across the U.S. Our mission is to create lasting value for our customers and our partners by helping homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to our customers and our partners by becoming the most trusted and reliable home solutions organization in the market. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported. As a US-based warranty provider, we provide expertise in safety and homecare to our customers. Our integrated solutions meet customer needs both inside and outside the home. Inside the home we protect critical aspects of home function such as plumbing, heating and cooling, appliances, power surges, hot water heater, and interior electrical. Outside the home we provide protection for critical lines (water, gas, wells, sewers, electric and septic). We primarily go to market B2B2C, partnering mostly with water/gas/electric utilities and municipalities to offer our product leveraging their brand for marketing and often adding our subscription fee to the water/gas/electric bill itself. When our customers need help with home maintenance, repair, or coverage, OHS is there. This is what it means to be an ‘Oncourse SUPER’—Successful, United, Progressive, Empathetic, Reliable. SUPERs get it done. We sweat homeownership so our customers and partners don’t have to. As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment. Position Summary The IHT Dispatch Supervisor is responsible for leading a team of dispatchers and customer schedulers to ensure efficient and effective daily operations. This role oversees workload distribution, monitors key performance indicators (KPIs), and ensures optimal routing to meet service level agreements (SLAs) and customer satisfaction goals. The Supervisor provides ongoing training and coaching to team members, conducts regular performance reviews, and fosters a high-performance culture focused on continuous improvement. By managing resources and workflows, the Supervisor ensures timely service delivery and supports operational excellence across the IHT dispatch function. This job requires flexibility into the evenings and weekends. Located at our office in Naperville, our office environment is a key driver of our company culture and employee experience, so a regular in-office model is required (generally in-office 5 days a week). Responsibilities include but are not limited to: • Lead and manage daily dispatch operations, ensuring timely and efficient routing of service calls., • Monitor and analyze key performance indicators (KPIs) to assess team performance and identify areas for improvement., • Develop and implement workload distribution strategies to optimize resource utilization and meet service level agreements (SLAs)., • Provide ongoing training and coaching to dispatch and scheduling staff to enhance skills and performance., • Collaborate with cross-functional teams to resolve service delivery issues and improve operational workflows., • Maintain documentation and reporting related to dispatch activities, performance metrics, and compliance standards., • Support continuous improvement initiatives by identifying process gaps and recommending solutions., • Ensure coverage and flexibility for evening and weekend operations as needed., • Responsible for conducting regular performance reviews for continuous improvement and first in class service team. We're Excited if this is You! Experience and Qualifications of the Role: • 3+ year’s experience working with HVAC business, • 1-2 year’s experience in Business process management Education HS Diploma, bachelor's degree or equivalent experience required We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total wellbeing. The base pay range for this position is $70,295 - $103,400 USD Annually. The specific pay offered will depend on qualifications, experience, education and skill set. The compensation offered may also include an annual performance-based bonus, sales incentive plan or commission target. Our benefits include, but are not limited to, healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location. Join our SUPER Team and Enjoy Amazing Benefits! Competitive Compensation: We value your hard work and are proud of our competitive pay for performance philosophy. Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage. 401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan. Generous Paid Time Off: Take the time you need to recharge and relax. Education Assistance Program: Invest in your growth and development with our support. FSA/HSA Options: Flexible spending and health savings accounts to manage your transportation and dependent care expenses. Employee Wellness: Access to EAP, health, legal, and financial resources to support your overall well-being. Vibrant Company Culture: Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected. Competencies: Self-Development: Is personally committed to and actively works to continuously improve him/herself; understands that different situations and levels may call for different skills and approaches; works to deploy strengths; works on compensating for weakness and limits Personal Learning: Picks up on the need to change personal, interpersonal, and managerial behavior quickly; watches others for their reactions to his/her attempts to influence and perform and adjusts; seeks feedback; is sensitive to changing demands and responds accordingly Time Management: Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities. Patience: Is tolerant with people and processes; listens and checks after acting; tries to understand the people and the data after making judgments and acting; waits for others to catch up after acting; sensitive to due process and proper pacing; follows established process Listening: Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees. Ethics and Values: Adheres to an appropriate (for the setting) and effective set of core values and beliefs during both good and bad times; acts in line with those values; rewards the right values and disapproves of others; practices what he/she preaches.