Supervisor Dispatch I

Wall Corporate Office, 1415 Wyckoff Rd, Wall, New Jersey, United States of America Req #2457

Friday, April 12, 2024

Energize your future and join our team as we pursue a reliable, sustainable, cleaner energy future. At our Fortune 1000 diversified energy company, you’ll find a friendly, community-minded environment, with flexible work schedules, opportunities for growth and development, and competitive pay and benefits.

New Jersey Natural Gas (NJNG), a subsidiary of New Jersey Resources is seeking a Supervisor Dispatch to organize and oversee the daily Energy Delivery workload in order to effectively meet all customer and company workload demands.

Major Responsibilities:

• Assure prompt and effective handling of emergency response to ensure safety of life and property.

• Organize and adjust the daily work flow based on workload demands, limiting overtime and standby.

• Provide direction and assistance regarding deployment of company personnel and subcontractors to ensure a safe and reliable distribution system.

• Coordinate all non-standard work activities that are the result of an incident, including running outage reports, and organizing necessary field, Customer Service and Dispatch resources.

• Communicate with management as required.

• Supervise dispatchers: monitor dispatcher performance through job shadowing, phone call monitoring and Customer Satisfaction and OLE reports.

• Coach team members and provide feedback for developing skills in order to continually improve performance.

• Document and monitor performance issues.

• Provide dispatchers with monthly feedback.

• Monitor the daily Collections Department activity in order to ensure that daily reconnect volume does not conflict with leak response goals and other workload demands.

• Work with Field Supervision and Dispatch Supervision to develop ways of performing work more efficiently.

• Communicate and address productivity issues.

• Act as Call Center liaison: authorize same-day special case requests and resolve escalated customer complaints. Work with NJNG Call Center team to address NJNG/NJRHS issues, process changes, resolve inquiries, etc.

• Act as Collections Department liaison: work with Collections in order to ensure that the future day reconnect volume does not conflict with leak response goals and other workload demands. Monitor the daily Collections Department activity in order to ensure that daily reconnect volume does not conflict with leak response goals and other workload demands.

• Provide updates to Dispatch personnel as needed.

• Coordinate and oversee all training activities, including annual compliance training, cross training between departments and training for new Dispatcher(s). Roll out all new procedures, policies and SOME manual updates.

• Enforce all Dispatch policies and procedures.

• Review employee timesheets for accuracy.

• Provide off hours (duty) support of Energy Delivery personnel and activities.

• Coordinate all company voice radio repairs and installations.

• Assist/fill in for the Workload Supervisor: Organize and implement First Responder staffing and workload.

• Perform all leak reporting, including quarterly reports to the Board of Public Utilities, daily and monthly internal reports.

• Investigate all over-60 priorities and work with Dispatch and Energy Delivery field supervisors to improve leak response.

• Act as liaison between GPS software provider and the Dispatch Department.

• Address issues and communicate changes/updates as needed.

• Oversee future workload planning.

Position Specifications:

• Bachelor’s degree in business administration or related field preferred.

• At least 3 years’ experience in dispatching or utility field operations or the combined equivalent of experience and education.

• Knowledge of New Jersey Natural Gas business, including all field positions and responsibilities, company dependencies, customer service operations preferred.

• Superior customer service skills.

• Strong computer skills including Microsoft Word, Excel, Outlook

• Excellent organizational, written and verbal communication skills, with ability to interact with personnel at all levels.

• Knowledge of JDE work order system is a plus.

• Experience with union work rules and contracts is a plus.

This position requires flexibility to supervise night shifts as needed.

This position is deemed safety-sensitive under the U.S. Department of Transportation Pipeline and Hazardous Materials Safety Administration’s regulations. Among other things, employees in this position are subject to drug and alcohol testing, including pre-employment testing, random testing, reasonable suspicion testing and post-accident testing. PHMSA-required drug tests include testing for marijuana. The use of marijuana, or testing positive for marijuana, is disqualifying and will lead to removal from performing safety-sensitive functions as well as disciplinary action.

• The above job description is reflective of the primary duties of this position and in no way limits the supervisor from assigning any other duties, responsibilities or initiatives as deemed necessary.

New Jersey Resources is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, gender identity and/or expression, national origin, disability, veteran, or other protected status.

Other details

• Job Function Supervisor

• Pay Type Salary

• Wall Corporate Office, 1415 Wyckoff Rd, Wall, New Jersey, United States of America