The Facilities Dispatch Supervisor is responsible for the overall performance, direction, and operational leadership of the call center supporting facility maintenance and business needs within a manufacturing environment. This role provides strategic oversight, performance management, and decision-making authority to ensure efficient call handling, accurate work order management, and alignment with business priorities.
The Supervisor leads a team of Dispatch Leads and Operators, establishes operational standards, and partners with maintenance and operations leadership to ensure service reliability, safety compliance, and continuous improvement.
Pay: $65,000/annually
Benefit Information: ABM offers a comprehensive benefits package. For information about ABM’s benefits, visit ABM Employee Benefits | Front Line Team Members
Team Leadership & Management
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Directly manage Dispatch Leads and oversee the broader dispatch operators’ team
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Set clear expectations for performance, service standards, and accountability
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Conduct performance evaluations, coaching sessions, and development planning
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Address employee relations, attendance, and performance concerns
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Drive team engagement, morale, and retention initiatives
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Ensure appropriate staffing levels, scheduling, and coverage across shifts
Operational Oversight & Decision-Making
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Own day-to-day call center operations and ensure alignment with business priorities
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Establish and enforce call handling procedures, escalation paths, and service level expectations
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Provide guidance to Leads on complex or high-impact decisions
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Ensure operational consistency across all shifts and team members
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Act as the primary escalation point for critical issues impacting production, safety, or service delivery
Work Order Strategy & Service Delivery
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Oversee prioritization framework for work orders based on safety, urgency, and operational impact
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Ensure efficient dispatching processes and effective coordination with maintenance teams
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Monitor backlog, response times, and resolution cycles to maintain service levels
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Partner with maintenance leadership to improve workflow efficiency and resource alignment
Performance Management & Continuous Improvement
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Own and track key performance indicators (KPIs) including call volume, service levels, backlog, resolution times, and data accuracy
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Analyze trends, identify gaps, and implement process improvements
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Lead continuous improvement initiatives across call handling, dispatch, and CMMS workflows
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Develop and implement best practices to enhance operational efficiency and customer experience
Compliance, Reporting & Governance
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Ensure compliance with regulatory and company requirements (FAA, OSHA, and internal standards)
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Maintain oversight of documentation accuracy and audit readiness
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Prepare and deliver performance reports to senior leadership
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Support and lead audits, ensuring corrective actions are implemented as needed
Stakeholder Management & Communication
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Serve as the primary liaison between call center operations, maintenance teams, and leadership
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Communicate service impacts, operational updates, and critical incidents to key stakeholders
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Collaborate cross-functionally to align priorities and improve service delivery
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Address escalated customer concerns and ensure resolution
Qualifications
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High school diploma or equivalent required; associate or bachelor’s degree preferred
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5+ years of experience in call center, dispatch, or maintenance coordination roles
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2+ years of formal leadership or supervisory experience required
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Experience with CMMS platforms (e.g., Maximo or similar systems) strongly preferred
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Experience in aerospace, manufacturing, or industrial environments preferred
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Strong leadership, decision-making, and problem-solving skills
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Ability to manage multiple priorities in a fast-paced, high-reliability environment
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Proficiency in Microsoft Office and enterprise systems
Work Environment
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Supports 24/7 operations, including evenings, weekends, and holidays
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Fast-paced, high-reliability environment focused on safety and operational continuity
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Requires extended periods of sitting, phone use, and computer work
Key Competencies
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Leadership and team management
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Strategic thinking and operational oversight
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Performance management and accountability
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Customer service and service delivery excellence
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Process improvement and change management
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Communication and stakeholder influence
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Risk assessment and decision-making
About Us
ABM (NYSE: ABM) is one of the world’s largest providers of facility services and solutions. A driving force for a cleaner, healthier, and more sustainable world, ABM provides essential services and forward-looking performance solutions that improve the spaces and places that matter most. From curbside to rooftop, ABM’s comprehensive services include janitorial, engineering, parking, electrical and lighting, energy and electric vehicle charging infrastructure, HVAC and mechanical, landscape and turf, and mission critical solutions. ABM serves a wide range of industries – from commercial office buildings to universities, airports, hospitals, data centers, manufacturing plants and distribution centers, entertainment venues and more. Founded in 1909, ABM serves over 20,000 clients, with annualized revenue approaching $8 billion and more than 100,000 team members in 350+ offices throughout the United States, United Kingdom, Republic of Ireland, and other international locations. For more information, visit http://www.abm.com.
ABM is proud to be an Equal Opportunity Employer qualified applicants without regard race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran or any other protected factor under federal, state, or local law. ABM is committed to working with and providing reasonable accommodation to individuals with disabilities. If you have a disability and need assistance in completing the employment application, please call 888-328-8606. We will provide you with assistance and make a determination on your request for reasonable accommodation on a case-by-case basis.
ABM participates in the U.S. Department of Homeland Security E-Verify program. E-Verify is an internet-based system used to electronically confirm employment eligibility.
ABM is a military-friendly company proudly employing thousands of men and women who have served in the U.S. military. With ABM, you’ll have access to a world-class training program and ample opportunities to use the skills you developed while serving our country. Whether you’re looking for a frontline or professional position, you can find post-military career opportunities across ABM.
ABM directs all applicants to apply at http://www.abm.com/ ABM does not accept unsolicited resumes.
