Dispatch Supervisor

Summary

Spire is seeking a Supervisor, Dispatch to work in the St. Louis, MO operation. This position, under the direction of the Dispatch Manager, operates as a supportive and informational resource for dispatch staff, delivers high standard service, and makes the most effective and efficient use of staff and technology resources.

Company Overview

At Spire, we believe energy exists to help people. To enrich their lives, grow their businesses, advance their communities. It’s a simple idea, but one that’s at the heart of everything we do. We are committed to understanding the needs of the homes and businesses we serve. That's why we're always looking for driven, collaborative people to join our team. Because we believe that offering our customers the best service means bringing together the best people.

And we find the best by hiring those who share our values of drive, safety, inclusion and integrity, and demonstrate our four essential behaviors that bring the Spire vision, mission and culture to life:

• We make it happen: We are a company of go-getters, acting on every opportunity to help our company advance.
• We collaborate: We put teamwork first, bringing in everyone’s ideas, because our collective energy makes us stronger.
• We seek out perspective: We challenge ourselves to be open to different ways of doing things, because learning from each other leads to breakthroughs.
• We care: We treat people how we want to be treated, listening closely and doing what’s right, even when it’s hard.

By living our values and behaviors every day, we strive to create an environment where every employee feels welcome, respected and valued.

Duties and Responsibilities

• Manage & coordinate the daily activities of dispatch employees to ensure high quality, safety, and productivity standards are met. 
• Set performance objectives, conduct performance reviews, and implement action plans to ensure high level of performance.
• Ensure prompt, accurate, and effective handling of emergency response to ensure safety of both life and property.
• Take ownership and provide personalized coaching through job shadowing and call monitoring to ensure all performance objectives are met. 
• Oversee and investigate complex issues related to leak response time, appointment attainment, and PSC inquiries that require leadership review.
• Create and manage daily / weekly schedules to support the needs of the department based on workload and anticipated emergency volume to reduce unnecessary overtime.
• Lead training initiatives; assist with developing new policies and procedures, annual refresher training, and cross-training between departments. 
• Participate in candidate screening, interviews, and employee onboarding. 
• Create a culture that embraces, inspires, and celebrates unique contributions of every employee. Create an inclusive environment, where opportunities and successes are openly discussed and addressed through collaborative team efforts. 
• Create an environment that promotes and inspires teamwork, transparent and respectful dialogue and collaborative efforts towards meeting team and organizational goals.
• Identify and recommend opportunities to improve current processes and technologies to achieve more effective and efficient operations. 
• Proactively monitor workload across multiple operating regions and coordinate with peers to shift resources, as necessary.
• Represent the best interests of the department by acting as SME for end user and other testing, as necessary. 
• Authorize same-day special case requests and resolve escalated concerns from internal and external stakeholders. 
• Review and approve employee timesheets to ensure accuracy and timeliness.
• Assist other dispatch supervisors and fill in, as necessary.
• Moniter and address unnecessary field stand by time and coach dispatch employees, as needed.
• Ensure employee growth by providing challenges and opportunities for individuals to excel and advance within the company. 

Essential Characteristics and Competencies

• Ability to demonstrate the core and job category competencies: customer-focused, results-driven, teamwork, communications, adaptability, initiative, problem solving and quality.
• Ability to lead by example in support of the company’s essential characteristics and values: strong ethics and integrity, dedication to a safe work environment, commitment to a diverse workforce that recognizes and respects every individual’s unique skill and perspectives.
• Ability to demonstrate inclusion & diversity within your day-to-day responsibilities by respecting others' perspectives/convictions, engaging others' opinions, creating a safe environment where people, ideas, and opinions are valued within your Team/Customers and external partners.
• Strong interpersonal skills with the proven ability to build and establish rapport with a diverse array of people.

Supervisory Responsibilities

• Supervise Individuals assigned to the Dispatch Group.

Required Education (certifications, licenses)

• Bachelor’s degree from an accredited university in an analytical field (e.g., Engineering, Science, Business, IT) or at least 3 years of relevant work experience leading people or projects.

Required knowledge, skill and abilities

• General understanding of the natural gas industry and regulatory environment is valued.
• Extensive knowledge of Click, Customer Care and Billing by Oracle, and Maximo, is valued.
• Extensive knowledge of Microsoft Office applications with advanced knowledge of Excel and PowerPoint, preferred.
• Ability to recognize problems and respond, systematically gather information, sort through complex issues, understand consequences of decisions, seeks input from others.
• Ability to utilize effective written and verbal communication skills to relay pertinent information.
• Ability to identify, learn and apply new business processes.
• Ability to remain focused and demonstrate attention to detail during periods of increased workload.
• Ability to adapt in a fast-moving and changing work environment.
• Demonstrate superior attendance (absences, tardies, leave earlies).
• Ability to make independent decisions and delegate in a quick paced environment that is in the best interest of Spire.
• Ability to set challenging and productive goals for the team and holds others accountable for actions.
• Ability to gather necessary information to measure results and provide feedback.

Physical demands, environment and schedule

• Normal office conditions.
• Is subject to be called upon during non-working hours for emergency assignments.
• Requires frequent phone calls and interruption both during and after working hours.
• May require work during nonstandard business hours.
• Occasional travel may be required (MO and AL Territory). 

Posting Requirements

Disclaimer:  The above statements are intended to describe the general nature of the level of work being performed by people assigned to this classification.  They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Posting requirements: The above posting description is intended to describe the general nature of the level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. To perform this job successfully, an individual must be able to perform each duty and responsibility satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Spire, Inc., and its subsidiaries are Affirmative Action and Equal Employment Opportunity employer. 

We are committed to providing equal employment opportunity in all areas, including but not necessarily limited to, recruitment, selection, training, education, compensation, benefits, promotion, job transfer, upgrading, separation and recall regardless of the individual’s race, color, sex, age, religion, national origin, genetics, sexual orientation, gender identity, disability, veteran status, and/or other protected categories under all Federal, State, and local laws. For more information, please view our Integrity and Inclusion pages of our career site.