Dispatch Supervisor Job ID 20171165

Organization: National Grid
Location: Northborough, Massachusetts, United States
End of contest: June 9, 2017 before 23:59 hrs
 This job posting has expired
Type (Full time / Part time): Full time
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The role holder is responsible for the daily supervision and organization of assigned operations personnel in order to effectively and efficiently accomplish job tasks in line with departmental and National Grid requirements.

At the higher levels this role will translate functional policy by managing day to day operations to drive greater efficiencies and performance within their own team and and National Grid.

Position Responsibilities (including but not limited to):

  • Monitor performance of staff including issues relating to sickness, discipline and poor standards of work in order to ensure that work is carried out efficiently and effectively.

  • Supervise a diverse workforce to ensure job tasks are carried out efficiently and in accordance with Company policy.

  • Responsible for execution of same day dispatching of emergency work, non emergency work, planned and unplanned work, ensuring optimal productivity and customer satisfaction and compliance with applicable local, state and federal regulations.

  • Support continual development of union workforce by conducting Safety Assessments (SUSA's), coaching, performance assessment and appraisal.

  • Responsible to respond on site or via phone to off hour emergencies for both gas and electric, including Storm restoration, contractor damages, large scale outages, etc

  • Direct dispatchers to minimize OT, meet customer metrics, communicate high level issues to executive lists.

Additional Responsibilities for Dispatching Lead Supervisor


Band E Dispatching Lead Supervisor's are expected to deliver on the key accountabilities list above as well as those listed below:

  • Act on behalf of the Director or Manager when not available (union matters, emergencies, etc.).

  • Contribute to the protection and safety of the public by coordinating the company's response to all electric and/or gas emergency events including resource planning, scheduling and dispatching of Customer Meter Service personnel, notification of government officials, regulators and internal stake holders.

  • Provide in-depth analysis of operational data to provide insights and recommendations to improve customer satisfaction, reduce cost or effectiveness.

  • Ensure integrity of reporting to regulators, and internal stakeholders.

  • Build good working relationships with internal partners & external customers to deliver appropriate solutions, in line with National Grid policies and processes.

  • Conduct second level grievance procedures.


Knowledge & Experience Required:

Band E employees are expected to have the knowledge & experience listed below:

  • Bachelor's degree or equivalent job related experience in a related area, 3 years' related experience.

  • Technically proficient within subject matter or demonstrated ability to learn the business.

  • Must have a good working knowledge of tools and systems within designated area, or demonstrated ability to be able to become proficient in tools and systems.

  • Has the ability to possesses knowledge and understanding of National Grid's policies and processes and how to apply them effectively.


40 Sylvan Rd
Massachusetts United States

Other relevant information

This position is one of National Grid's career path roles which provide for promotional opportunities within and across salary bands as you develop and evolve in the position by gaining experience, expertise and acquiring and applying technical skills.

National Grid is an equal opportunity employer that values a broad diversity of talent, knowledge, experience and expertise.We foster a culture of inclusion that drives employee engagement to deliver superior performance to the communities we serve.National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team.

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