Dispatcher - Workforce Planner

5 days ago

Cambridge, Canada Reliance Home Comfort Full time

**Location**: Cambridge, ON (Hybrid)

**Hours**: Full time, 40 hours/week, 8 hour shifts anywhere from 7 a.m. to 12:30 a.m.

LEARN, DEVELOP AND GROW - WITH RELIANCE

By joining Reliance as a Dispatcher - Workforce Planner, you become part of an organization that is committed to delivering exceptional experiences for our customers and will support you to be your best.

What will you do?
This role is accountable for the daily planning and efficient management of HVAC technicians and installer resources. Through regular communication with operational team members and the planning system, you will ensure a balanced, safe, and cost-effective capacity plans to meet Branch and Technician targets.
- Monitor reports on daily and future capacity and communicate with branch management
- Proactively identify short, medium, and long-term capacity support through internal staffing and contractors, identifying solutions when resources do not match demand
- Follow up with technicians in the field to ensure we deliver service at the time originally promised to the customer
- Continuously review and analyze real time environmental impacts (weather, sickness, road closures, etc.) happening in our various geographies and adjusting accordingly
- Manage workload between in house technicians and external contractors to meet customer demand at the best cost
- Identify scheduling issues and prepare solutions to meet customers’ needs
- Identify process improvements to enhance our service offering to our customers
- Build and maintain strong working relationships with teams across the organization

What do we offer?
- A generous compensation plan consisting of base and bonuses
- A comprehensive benefits package and group savings plan
- Ongoing leadership, training, and support
- Cross-functional career opportunities
- Relocation opportunities
- Constant internal promotional opportunities
- Individualized career progression plans

What do you bring?
- Previous experience in a customer service environment (retail, hospitality etc.,)
- Experience in a dispatch or call center environment preferred but not required.
- Ability to thrive in a fast-paced environment.
- Ability to create and maintain strong relationships with all Team Members and customers.
- Strong multi-tasking and organizational skills.
- Excellent communication and interpersonal skills.

Please note that this position requires a Criminal Background Check and

Why Reliance?

Headquartered in Toronto, Reliance is the industry leader in providing home comfort solutions to over 1.9 million customers across North America. Reliance provides reliable home heating, cooling, hot water, water purification, electrical, plumbing & Smart Home products & services.

Each day, our Team Members are dedicated and focused on delivering an outstanding customer experience, developing top talent and giving back to the communities where we live and work. Reliance is an $900 million business with over 2,400 Team Members and growing We are proud to be recognized by Waterstone Human Capital Ltd. as Canada's 10 Most Admired Corporate Cultures.

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