Dispatch Operations Analyst

Dispatch Operations Analyst

Location: Norfolk, VA

Shift: Rotating Shift Work / 6-week schedule, including weekends and holidays as needed
Pay Rate: $25 – $26 per hour
Employment Type: Full-Time | On-Site
Education: High School Diploma or GED required
Experience: 3+ years in dispatch or operations center roles

Position Summary

We are seeking a skilled and proactive Dispatch Operations Analyst to join our team in Norfolk, VA. This role is critical to ensuring timely and effective responses to power outages and emergency service requests. The ideal candidate will have hands-on experience in a dispatch or operations center environment (e.g., 911 call centers, utility control centers), strong analytical skills, and the ability to manage high-pressure situations with confidence and clarity.

Key Responsibilities

• Monitor and manage outage trouble calls in real time.


• Analyze incoming incident data from multiple sources to identify issue locations and determine next steps.


• Prioritize emergency and non-emergency outage work for first responders.


• Communicate directly with customers to assess and resolve power-related concerns.


• Coordinate multiple tasks from initiation through completion, often with shifting priorities.


• Maintain accurate records and logs of events, actions taken, and follow-up tasks.


• Support internal teams and external clients with high levels of professionalism and responsiveness.

Required Skills & Experience

• Minimum 3 years of hands-on experience in a dispatch or operations center (e.g., 911, utility, emergency services).


• Proven ability to prioritize and multitask in a dynamic, high-stakes environment.


• Strong analytical skills: ability to assess large data sets from multiple systems and develop actionable response plans.


• Excellent customer service skills, with a background in supporting both internal and external stakeholders.


• Previous experience with emergency dispatch protocols and incident resolution workflows.

Soft Skills & Team Fit

• Strong verbal and written communication skills.


• Ability to lead, collaborate, or contribute effectively across multidisciplinary teams.


• Demonstrates sound judgment, adaptability, and composure under pressure.