Call Center Supervisor (Maintenance Dispatch) - Fort Bliss
Professional Contract Services, Inc.We're looking for a Supervisor for our maintenance service order dispatch team on Fort Bliss. This team runs a 24/7/365 call center operation handling maintenance work orders for the Directorate of Public Works on base. The Supervisor provides key support to the Project Manager by supervising Service Order Dispatchers and Leads, coordinating schedules, and ensuring timely responses to high-priority items and emergencies. In addition to training employees on customer service, work order systems, and procedures, the Supervisor quality checks work for discrepancies and works with the Project Manager to document and identify trends. The Supervisor also acts as the safety officer for the site, conducting safety trainings and maintaining records. This position is based on-site on Fort Bliss in El Paso, TX. Typical hours are Wednesday-Sunday, 2:00pm-11:00pm, with flexibility to cover emergencies as needed. Benefits Include: Annual bonus opportunity up to 6%. Medical, dental, vision, and other health benefit coverage: employer contribution offered to cover employee-only tier. 401(k) with company match up to 6%, with pre-tax and Roth options, and 100% immediate vesting upon eligibility. 21 days of PTO each year, in addition to all federal holidays. Who We Are: PCSI is a non-profit organization whose mission is to enhance the lives of people with disabilities through employment, advocacy, partnerships, and innovation. We vet, prepare, lead, and sustain a skilled workforce that provides top-tier services at job sites across the country. Our areas of expertise are wide and diverse; total facilities maintenance, hospital environmental services, custodial and grounds, disability awareness training, job coaching, and job placement are just a few. We integrate people with disabilities and veterans into meaningful jobs with competitive wages and benefits. Serving people of all abilities in their life’s journey is at the heart of what we do. What You'll Do as Supervisor: Oversee daily call-center and dispatch operations, including calls, email, workflow, and workloads. Supervise, coach, train, and assess employees and leads; enforce schedules, attendance, conduct, and chain-of-command requirements. Coordinate team assignments, maintain shift coverage, and support effective turnovers. Adjust staffing and priorities during shortages, outages, emergencies, and workload surges. Ensure immediate attention to Priority 1 and emergency requests, including required notifications, escalation, and documentation. Document work order deficiencies, monitor employee performance, and elevate performance concerns to the Project Manager and the People Team. Coordinate onboarding and refresher training covering GFEBS and ArMA, dispatch procedures, service priorities, shift turnovers, customer service, and emergency response. Ensure service requests are accurately received, documented, classified, prioritized, dispatched, tracked, and resolved. Oversee authorized GFEBS and ArMA use, system access, and data integrity. Support responses to utility, facility, and system incidents and alert the Project Manager to significant operational risks. Maintain professional telephone and email service standards, address escalated customer concerns. Support the Project Manager in working with customers and Government representatives to resolve service issues. Review service orders, calls, email, dispatch records, and logs for accuracy and compliance with the Performance Work Statement, Quality Control Plan, SOPs, and Government standards. Monitor open, duplicate, and incomplete orders and ensure timely resolution in accordance with contract requirements. Conduct quality control spot checks, identify trends and recurring errors, and track corrective and preventive actions through closure. Serve as the site Safety Officer by coordinating monthly safety training, OSHA compliance activities, and emergency drills. Conduct and document workplace inspections and hazard assessmen…