Dispatcher Crew Leader

**Dispatcher Crew Leader**

**Job**S**tatus**:
Permanent Full-Time

**Pay & Grade**:
$38.51 Hourly **Grade/Band**: NA

**Hours** of Work**:
40 Hours per week

**Initial location**:
Kitchener Operations Facility

**Posting period**:
April 24 to May 5, 2025 (at 6:00pm)

**Overview**

The City of Kitchener is looking for an individual who expresses an interest in taking on a leadership role as a Dispatch Crew Leader. In this role, you will report to the Supervisor of Rental Water Heaters Program and support the Dispatch team. This position ensures the work of others is delegated and completed.

Please note the hours of work for this position will be:
Monday - Friday 9am - 5pm

**Responsibilities**
- Prepare and maintain the work schedule for the Dispatch team and address any scheduling changes due to absence from the published schedule of shifts as needed, including working overtime if no other Dispatcher is available
- Completion and delivery of Absentee/timesheets to administrative support daily Review and delegate daily work assignments to ensure efficiency and daily productivity such as Audit calls, CRO billing, Clevest Auto Scheduler Report, Laserfiche, etc.
- Accept and respond to escalated calls from customers where they are not satisfied with the response from another Dispatcher.
- Ensure the outage webpage and Phone broadcast message are put in place where necessary and removed in a timely fashion when an incident ends.
- Review and follow up on any issues with RWH Marketing or CCC resulting from customer communications being handed off between groups.
- Document customer issues that are not resolved at the end of their appointed shift to assist continued support from either the Supervisor or Manager.
- Ensure backup Laptop and Cell phone are up to date and always charged
- Update any process improvements with emergency backpack and physical procedure binder.
- Coach and Train Dispatchers in new or updated procedures.
- Assist with the development of customer communication/education as well as standards, work instructions and review/maintain/edit procedures with QMS team.
- Review completed beginning and end of shift checklists to ensure daily tasks are completed by staff members.
- Participate and prepare regular call shadowing or mock calls with dispatchers to ensure adequate customer service is being met. Review and in consultation with the supervisor assign the use of outside contractors for the purpose of service calls to keep up with customer requirements.
- Maintain and update documents (e.g. after-hours manual, onboarding and training manual)
- Instruct employees in proper work methods and standards, ensure adherence to scheduled time and safe work practices.
- Regular Dispatcher duties as needed.
- Performs other related duties as assigned.

**Requirements**:

- Must possess a Grade 12 Diploma or equivalent.
- Must have at least 5 years of dispatch experience.
- Must be able to communicate effectively with a strong customer service focus.
- Must have strong communication skills - both verbal and written.
- Must have proven leadership and public relations skills.
- Must have proven collaboration skills to work effectively as a team member.
- Must be proficient with SAP, Clevest, City Works and Excel.
- Must be capable of accurately completing and submitting reports in a timely manner.
- Must be able to bring together information from a number of different sources when forming a decision.
- Reliable with a good attitude and employment record.

**Department/**Division**:
Infrastructure Services, Gas and Water Utilities

**Group**:
IBEW

**Competition Number**:
2025-153

**Job Code**:
7024

**Number of positions**:
1

**Why work at the City of Kitchener