Service Center Supervisor

Field Operations NEW HAVEN, Connecticut


Job Description

Monitor Dispatcher Activity

The supervisor monitors dispatcher calls/BOLD chats to ensure optimal performance, integrity, and professionalism. These call reviews are used to identify dispatcher strengths and weaknesses, coaching opportunities, and as a basis for performance reviews.  The additional need for a supervisor is to balance work performance adherence to ensure monthly metrics are met without supervisors missing other targets of performance.

Train and Oversee Employees

Quality work is important for retaining current customers and meeting industry standards. Dispatch supervisors perform floor walking, making sure they are aware of job, company, and industry requirements.  With an additional supervisor, this job performance can be achieved in an equitable manner.

Maintain Records

Dispatch supervisors keep employee records, including productivity tracking, attendance documentation and discussion entries.  With the additional supervisor, records can be maintained and entered with alacrity.  Promptness of records being entered and maintained are a crucial function of a dispatch supervisor.


One of the most vital functions is to provide constant aid interaction with staff (dispatchers, employees within other departments, outside vendors) and customers.  An additional supervisor is required to ensure upkeep of communication is marinated throughout the organization.


Company must meet required OSHA obligations monthly.  It is imperative  safety standards are met.

Critical thinking

Dispatch supervisors must  identify the pros and cons of pursuing an alternative course of action when problems arise.  They must also utilize pro-active steps/measure to meet customer(s) demand for our internal and external customer base.


Customer Appointments

Center obligation to meet customer appointments requires supervisors to work flexible hours/shifts to provide full coverage.

Supervisor assigned tasks include daily oversight of the following:

  • Dispatch supervisors may work rotating shifts, nights, weekends, and holidays.
  • Dispatch supervisor performs the full range of Communications Dispatcher call taking and dispatching functions.
  • Dispatch Supervisors also direct and supervise subordinate staff, including assigning and delegating work projects, scheduling employees to ensure proper staffing levels are maintained.
  • Performance management including evaluating work performance, coaching, mentoring and/or implementing corrective action for performance and conduct issues

Frontier Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.