Director, Dispatch and Scheduling
About the position The Dispatch & Scheduling Director oversees and directs an organization working 24/7 to ensure that field personnel are safely dispatched to respond to emergency calls, resolve outages, satisfy customer requests, perform maintenance and compliance work activities. Responsibilities include, but are not limited to, ensuring timely response to electric emergencies, outages, scheduling and dispatching field resources to execute on streetlight repair, new customer service requests, compliance activities, customer and company maintenance work. Direct and provide Company strategy on scheduling and call out systems, Meter Set Desk activities, FAS Timecard processing, Customer Express Connections, ARCOS Application and Field Metering support. Incumbents work with key operational stakeholders to ensure the most efficient and streamlined strategies and processes for moving field resources where they need to be within the service territory, ensuring customer needs are met and providing immediate response for public safety. This position is hybrid, working from your remote office and your assigned work location 50% of the time or based on business need. The assigned work location is Fresno.
Responsibilities
- Provides strategic leadership for assigned departments to maximize safety, quality, efficiency, and goal attainment.
- Provides oversight and direction for field Dispatch & Scheduling services within the service territory.
- Ensures the most effective technology and services are in place to be able to quickly respond to emergencies and customer needs. Oversees the administration, usage, and implementation of resource management software within various lines of business, and establishes policies, procedures, standards and best practices.
- Strengthens customer loyalty through effective strategies and processes designed to create quicker response time and workload planning for both known and unknown customer demands.
- Manages all metrics for the service territory related to dispatch, 911 emergency dispatch and response, planning, outages, streetlight repair, customer or public agency requests, scheduling and/or clerical activities. Reviews metrics and seeks opportunities for improvement.
- Manages restoration resource planning for system emergencies. Negotiates with and influences peers and leadership to provide proper storm coverage needs and ensures appropriate regional resource availability. Oversees resource movement across the service territory as system emergency conditions change.
- Manages department budgets and forecasts, prepares monthly financial reports and explores cost saving alternatives. Influences budget and unit cost through resource planning and process improvements.
- Partners with peers in other lines of business and with external organizations to improve overall business results.
- Provides leadership and strategic direction for a geographically dispersed professional and union represented team to accomplish results through recruitment and selection, training and development, performance management, and rewards and recognition.
Requirements
- Bachelor’s degree or equivalent experience
- 10 years of related experience
- 5 years of progressive leadership experience, preferably in field services or dispatching activities in the energy industry (gas or electric)
Nice-to-haves
- Master’s degree
- 3 years of experience leading large teams in an organization that operates 24 hours per day/7 days per week.
- Experience leading a unionized workforce
- Change management experience
- Experience implementing new technology with programs and system management including SAP and other work and resources systems
- Experience using systems and programs to manage work and predict workloads
Benefits
- This leadership role is also eligible for an annual Short Term Incentive Plan (STIP) award, as well as the Long Term Incentive Plan (LTIP) grant.
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