Crew Dispatcher

5 months ago

Edmonton, Canada Canadian National Railway Full time

The Crew Dispatcher operates as a professional in a call centre environment.

Crew Dispatchers perform activities required to meet our customer’s needs. The Crew Dispatcher will perform specialized tasks requiring time and attention and will utilize specialized systems such as CATS (Crew Assignment and Timekeeping System), IVR (Integrated Voice Response) and CrewTalk to call the right crew for the right train for the right time. Good computer and communication skills and knowledge of Running Trade Employees’ Collective Agreements are required. Precise record keeping is essential.

**Critical Performance Areas**
- Call Running Trade employees to protect train movements within the confines of the Collective Agreements
- Record data in a precise manner in CATS to ensure proper recordkeeping and generate pay for Running Trade Employees
- Plan crew availability and advise Supervisor, RTC Chief Dispatchers and Divisional Officers on problems areas and service exceptions as required
- Provide information to customers (including Running Trade Employees, and Divisional Officers) in a courteous and timely manner
- Order Taxis as required to provide timely and accurate transportation of crews
- Other duties as assigned and required

Working Conditions
- Expected: 50-60% on phone with Customers. Expected to remain professional when faced with difficult situations
- Fast-paced and intense with many time constraints, outside pressures and simultaneous activities; required to prioritize, follow-up and escalate internally in addition to answering customer inquiries
- Shifts are assigned based on seniority. Some shifts will require shift work (day shift, afternoon shift, night shift, weekends, spare board and holidays)
- Must be able to work without constant, direct supervision

**Employment Requirements**
- Post-secondary preferred. Equivalent experience may be considered
- Excellent keyboarding and computer skills
- Excellent communication & customer service skills
- Knowledge of / being able to work with Collective Agreements

**Assets**
- Proficiency in the use of Microsoft Office, Word and Excel
- Courteous telephone manner is required
- Good working knowledge of North American geography and train operations
- Must be reliable and flexible

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