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Forecaster & Scheduler

2 weeks ago

Thornhill, Canada CAA Club Group Full time

**About Us**:
Our team is currently seeking to add to a member to our team in the role of Emergency Road Service Controller.

**Who we are**:
As Canada's largest automobile association, we are passionate about keeping our Members safe
- whether they are on the road, at home, or travelling abroad. Meeting the diverse needs of our two-million Members requires high performing, forward thinking, and innovative people who work collaboratively to keep propelling our business forward. Life at CAA Club Group is fast paced, performance-driven and rewarding. We value our Associates' career growth and ongoing professional development
- and we regularly recognize their achievements and outstanding results. CAA Club Group (CCG) is known for providing stellar emergency roadside assistance to our motoring Members and non-Members. We work hard and play hard. We're about doing what's right and feeling good about it

**Position Details**:
Position Details

Some of the responsibilities in this role are listed below:

- Monitor and action all Emergency Calls with urgency
- Monitor assigned territory utilizing Gen2 and D3 for current and predicted volumes and ATAs
- Communicate with Dispatchers and Account Representatives directly to arrange movement or incremental truck placement
- Assist in mitigation and reduction of service requests with expired ETAs
- Interact with Dispatch leadership to ensure a shared understanding of resource capabilities, rising PTAs and potential deficiencies
- Monitor dispatch activity and movement of trucks to ensure predicted service issues are being addressed
- Monitor and determine when to raise PTAs after utilizing all available equipment to ensure total Member satisfaction and safety
- Monitor end to end processes and systems to identify potential issues and solutions to maintain Member service levels
- Recommend changes to workflow, policy and procedure to ensure a consistent and optimal Member experience
- Support required analysis that leads to operational or system recommendations
- Provide recommendations for system and operational improvements

JOB REQUIREMENTS:

- Post secondary degree or diploma preferably in 911 Training/Communications
- Previous dispatch experience preferred
- Strong analytical skills
- Exceptional problem solving skills
- Ability to work independently and as a team in a fast paced and high stress environment
- Excellent communication skills (verbal and written)
- Strong computer knowledge and skill with D3, Gen2 and Microsoft Excel

**Our Commitment**:
We are an equal opportunity employer and are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). CAA CCG will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs.