Service Productivity Coordinator

1 month ago

Calgary, Alberta, Canada Rentokil Initial Full time

About Rentokil-Terminix

Rentokil-Terminix Canada is a leading provider of pest control services to the property management sector. Our certified specialists use innovative technologies to protect millions of homes and businesses throughout Canada.

Job Summary

The Service Productivity Specialist is responsible for coordinating specialist routing and scheduling to create capacity, maximize productivity, and ensure prompt, courteous, and efficient service to customers. The measure of success for this position is improved density through the key performance indicator of minutes to travel, i.e., decreased travel times equal improved performance.

Key Responsibilities

  • Route daily, weekly, and monthly specialist schedules to maximize customer service.
  • Utilize route optimization software to create capacity, decrease specialist travel time, and increase service efficiencies.
  • Review and adjust routes daily as needed in response to customer requests and colleague availability.
  • Move service orders or remove work orders as needed in accordance with customer requests.
  • Communicate one-on-one with specialists to adjust assignments, add/remove locations, or reassign specialists to additional routes to assist peers and/or customers.
  • Respond to immediate issues within the course of a work shift and create plans for future adjustments as needed.
  • Accept and respond to calls from Customer Service colleagues with customer requests and feedback.
  • Track individual specialist productivity and monitor execution to share with Operations Managers, District Managers, and Regional Director for appropriate management of colleagues.
  • Routinely communicate with Operations Managers, District Managers, and Regional Manager to share information and any specialist concerns to support informed management decision-making.
  • Interact with customers as necessary to ensure a world-class service experience.
  • Provide reporting data, analysis, identification of patterns, and any recommendations to District Managers, Regional Director, and Market Vice President on routing/scheduling optimization.
  • Other duties as assigned.

Requirements

  • 1-2 years of experience in a related field or combination of education and relevant experience in route operations required.
  • Previous experience in operations, logistics, and scheduling is required.
  • Ability to support resource plans by coordinating with other Field Ops., Support teams, and Service Delivery colleagues.
  • Attention to detail and analytical skills.
  • Excellent communication skills both written and verbal to collaborate with others under time-sensitive conditions.
  • Excellent clerical and organizational skills to track schedules, routes, and colleagues.
  • Knowledge of computers for scheduling and other dispatch duties.
  • Ability to relay information professionally in a fast-paced environment.
  • Proficient in Excel, Google Sheets, or other data analytics tools.
  • Proficient in Google Suite (Docs, Hangouts, etc.).

Formal Education or Qualifications

  • High School Diploma.
  • College Diploma or University Degree in a related field or equivalent experience or a combination of education and experience.
  • Previous experience in operations, logistics, and scheduling is required.

Benefits

We offer a comprehensive benefits package, including medical, dental, and vision coverage, short and long-term disability, life insurance, and a matching RRSP program up to 3.5% of your base salary per year. You will also receive paid sick and vacation days.

Rentokil-Terminix is an equal opportunity employer. If you require any accommodations at any point during the interview process, please get in touch with our HR Department.

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