Crew Dispatcher

6 months ago

Edmonton, Canada Canadian National Railway Full time

At CN, everyday brings new and exciting challenges. You can expect an interesting environment where you’re part of making sure our business is running optimally and safely―helping keep the economy on track. You will be able to thrive in our close-knit, safety-focused culture working together as ONE TEAM. The opportunities we offer are meaningful because the work we do matters. Join us

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 include the following**:

- 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, spareboard 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.

CN is a world-class transportation leader and trade-enabler. Essential to the economy, to the customers, and to the communities it serves, CN safely transports more than 300 million tons of natural resources, manufactured products, and finished goods throughout North America every year. As the only railroad connecting Canada’s Eastern and Western coasts with the Southern tip of the U.S. through a 19,500 mile rail network, CN and its affiliates have been contributing to community prosperity and sustainable trade since 1919. CN is committed to programs supporting social responsibility and environmental stewardship. At CN, we work as ONE TEAM, focused on safety, sustainability and our customers, providing operational and supply chain excellence to deliver results.

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