Dispatch Mgr

America Fujikura Limited (AFL) is actively seeking a highly organized and detail-oriented Dispatch Manager to join our team.

POSITION OVERVIEW:
The Dispatch Manager is responsible for managing the daily operations of the dispatch team to ensure efficient and effective workload scheduling for our workforce of installation and repair technicians. This role involves overseeing the scheduling of work orders to technicians, monitoring workload coordination and completion trends and activities, and coordinating with field technicians, field managers, and clients to maintain exceptional service levels. The Dispatch Manager will work closely with operations, resource planning, and administration teams in a collaborative and dynamic environment focused on optimizing workforce utilization.

KEY RESPONSIBILITIES:
Team Leadership
- Support, supervise, coach, and develop the dispatch team, ensuring adherence to company standards and client service level agreements.
- Foster a positive and collaborative work environment, promoting team accountability and a high-performance culture.
- Plan, assign, and direct work assignments for the dispatch team; establish clear and effective procedures for completing required job functions.

Dispatch Operations
- Oversee the workload distribution, scheduling, and timely completion of work by installation and repair technicians.
- Ensure work is dispatched optimally based on technician schedules, skills, and performance.
- Monitor daily operations and make appropriate adjustments to schedules as needed due to delays, urgent requests, or emergencies.
- Lead the dispatch team to meet or exceed business and client expectations.

Performance Monitoring & Reporting
- Implement and track key performance indicators (KPIs) related to dispatch operations.
- Prepare daily, weekly, and monthly reports on workload status, operational performance, highlighting successes or areas for improvement.
- Collaborate closely with the Premise Services management team to develop strategies for enhancing the dispatch process and improving service delivery.

Customer Service
- Serve as the point of contact for dispatch-related issues or escalations.
- Continuously improve dispatch team performance and effectiveness by optimizing scheduling and communication processes.

Collaboration & Communication
- Conduct regular team meetings to maintain high engagement and open communication; provide updates and assess workload.
- Collaborate with field operations and technicians to ensure alignment on workload management priorities, technician workloads, and customer expectations.

PERSONAL QUALITIES
- Leadership: Ability to direct and develop others to perform at their full potential.
- Adaptability: Capable of working in a fast-paced environment and able to adapt to changing priorities.
- Problem Solving: Strong decision-making and analytical thinking skills.
- Results Focused: Driven to independently achieve objectives and see initiatives through to completion.
- Interpersonal Skills: Able to build and maintain strong working relationships, communicate clearly with all levels of the business, and collaborate on projects.
- Organization Skills: Able to manage and prioritize multiple work assignments simultaneously.
- Team Player: Strong commitment to fostering high team engagement.

QUALIFICATIONS
- 3+ years of previous related experience in dispatch, operations, call center, or a similar role.
- Proven experience supervising or managing a team in a fast-paced, dynamic environment.
- Strong knowledge of workforce scheduling, workload optimization, and dispatch software.
- Telecommunications industry experience is considered an asset.
- Preferred Degree or Type: Post-Secondary in Business Administration, Operations Management.

WORKING CONDITIONS
- Normal office environment; hybrid role.
- 40 hours per week.
- Ability to work flexible hours, including evenings and weekends, as needed to meet operational requirements.

ADDITIONAL INFORMATION:
How to Apply:
Who is AFL?

America Fujikura Limited (publicly known as AFL) is a premiere service provider in the global telecommunications industry focusing on leading-edge network technology, quality, safety and superior customer satisfaction. AFL manufactures, engineers and installs the fiber optic products and equipment that communications providers need to provide quad-play solutions to their customers.

Everyone belongs at AFL. At AFL, we value and respect unique contribution and talents. As a global company with customers of every race, ethnicity, gender, age, religion, ability, background and experience, we believe that we can serve our team members and customers better if cultural diversity is naturally engrained within the fibres of our company.