Dispatcher

At Rogers, we put our customers first in everything we do Our Field Operations team provides top-notch service, connecting communities across Canada. We're seeking individuals who are passionate about technology, thrive in dynamic environments, and are ready to make a meaningful impact in the telecommunications industry. If you're ready to take on an exciting challenge and be part of a team that values innovation and excellence, consider the following opportunity.

This role is a Part Time 6 month contract

The Field Support team has a focus on aligning all control support functions to better support the field and ultimately our customers. Improve and achieve an exceptional level of customer service to the groups we support. Become more than a support centre that executes but become a centre that provides value added services. Ensure alignment between Field Operations, Centre of Excellence and National Quality Assurance. Provide a one stop shop for field exception handling that impact our ability to deliver our exceptional service to our customers.

As part of the Installation Service Centre of Excellence our specific focus is to direct, support and jeopardy manage all orders and field resources across the Atlantic region ensuring First Time Right principles are followed while exceeding customer expectations. We do this by monitoring technicians Day Of work load ensuring on time arrival, Events and Exception for both residential and business customers. Utilize appropriate tools to assign work, reassign work or balance work ensuring technicians are busy at all times. Assist internal groups with questions regarding technicians/orders. Monitor technician utilization and manage as needed. Ensure all metrics are exceeding targets.

What you’ll be doing:

- Manage technicians day of with work load ensuring on time arrival, Events and Exception for both residential and business customers
- Create Install and Service calls as needed
- Backfill loads if automated assignment does not have Tech Loaded with work
- Ensure techs are signed in at start of shift
- Monitor task lists and individual tech work load.
- Ensure all work orders/service orders are cleared off technicians summary by end of day
- Utilize systems to assign work, reassign work or balance work ensuring technicians are busy at all times
- Monitor technician utilization and manage as needed
- Liaise with Maintenance COE to query outages
- Adapt to consistent changes with updates to policy, process and method of procedure.
- Know, understand and adhere to all applicable health and safety regulations, both legislatively mandated and as outlined in company policy.

What you bring:

- Minimum of 2 year Call Centre experience preferred
- Demonstrated technical competence with MS Office
- Meeting all performance expectations in current positions including attendance and punctuality
- Proven ability to respond well under pressure, meet deadlines and handle multiple priorities
- Strong organizational skills with an attention to detail
- Excellent interpersonal and communications skills-including presentation ability
- Ability to operate effectively in a fast paced environment and adapt quickly to change
- Flexibility to work rotating shifts and must be flexible to work Evenings, Weekends and Stat Holidays from 7:00am-8:00pm.
- You will be expected to work in the office 3 days per week
- Bilingual considered an asset

In certain provinces (e.g. British Columbia) you are required to obtain and maintain a valid security worker licence to perform your position's duties. If applicable, you must obtain the required license and provide proof of satisfactory to the Company that you have obtained it on or before your start date.

Schedule: Part time
Shift: Variable
Length of Contract: 6 Months
Work Location: 855 York Mills Rd. (022), North York, ON
Travel Requirements: Up to 50%
Posting Category/Function: Field Operations & Dispatch
Requisition ID: 315612

Posting Notes: