Lead - Broadband Dispatch

Job Summary

• Under minimal supervision, perform tasks of advanced complexity to include quota management and routing. Responsible for relaying and recording progress of scheduled work assigned to field operations. Works in a systems communication center and must attend to multiple sources of communication simultaneously.

Responsibilities

• Serves as a mentor to other team members, providing instruction, support and direction
• Function as the first point of contact for Field Service and all other business units related to routing of work.
• Effectively communicate with Field Technicians, Contractors & Supervisors using friendly and appropriate language to identify problems, root causes (problem source) and solutions.
• Provide professional, courteous, responsive and accurate service to internal and external customers
• Demonstrate proficiency in the following areas of responsibility: Adherence and Availability, Toa Collaborations, E- mails, Escalations, WFA tickets, Technician Intraday Workload Management and Quota management.
• Perform all work-related tasks including review of future pending order status, escalation of issues, in a manner that is in compliance with all AUSA values, policies and procedures. Consistently and effectively perform all actions needed to resolve customer issues before escalation to the appropriate personnel.
• Adjust daily routes for Field Service technicians that adhere to the following requirements: Travel Time, Service Level Requirements, Technician skill sets and productivity outlined in OFSC. Make outbound calls to external customers to confirm or alter appointment status.
• Distributes scheduled work orders to technicians according to system requirements
• Performs all responsibilities of Dispatcher I and Dispatcher II
• Manages quota/work load to efficiently meet customer needs according to available workforce
• Resolves or escalates dispatch challenges as required
• Responds to Customer Service requests by prioritizing and dispatching service requests to available installation or service technician; acts as liaison between technician and customer
• Communicates with technicians in the field by phone, or e-mail to monitor their completion of scheduled jobs to identify unfilled time slots, overbooking, inefficiencies, and late for unfinished jobs
• Assigns or re-assigns jobs to technicians as required to meet customer commitments
• Contact customer to verify scheduled appointment date and time and reschedule missed appointment
• Notifies technicians of specific issues related to system outages or problems and maintains schedules of service outages, complete work orders summary reports and other record keeping schedules
• Communicates with technicians in the field by phone, collaboration or e-mail to monitor their completion of scheduled jobs to identify unfilled time slots, overbooking, inefficiencies, and late for unfinished jobs.
• Provide customer assistance to resolve service problems and avoid unnecessary service calls.
• Performs other duties as assigned
• Manage and perform duties in work force management tool related to calendar changes, resource changes, and understanding of routing schemes.

Qualifications

• High school diploma or equivalent
• Proficiency in using a Windows-based computer
• Keyboarding skills
• Ability to mentor the Dispatch staff
• Ability to prioritize and organize effectively
• Ability to multi-task
• Ability to work independently and with others
• Excellent interpersonal skills with a focus on rapport building, listening, questioning and conflict resolution skills. Must be able to exhibit written and verbal communications skills to a standard as set by AUSA. Strong analytical problem-solving skills
• Position requires focus on specialized tasks, engaging in customer communications and sitting for extended periods of time
• Self-motivated with the ability to work independently and multitask is a must. Requires flexibility to work evenings, weekends, holidays, and changes in shift depending on the needs of the business.
• Dispatcher II or equivalent experience required
• Ability to read, write and communicate orally
• Ability to use computer, calculator and reference materials
• Ability to use a keyboard, fax and other standard office machines
• Ability to lift up to 15 pounds