Scheduling Dispatcher

SUMMARY

The Scheduling Dispatcher schedules, assigns and dispatches preventative maintenance and on-demand work orders to Technicians and contributes to optimal utilization of Technician resources through effective scheduling and assignment of work orders.

KEY DUTIES & RESPONSIBILITIES

• Prepares and distributes Technicians’ daily schedules. Creates schedules that result in optimal utilization of Technician resources
• Provides support to facility management operations projects by planning and scheduling Technicians’ to project work
• Receives service requests from the call center and documents service request details into a work order
• Assesses and assigns priority to the work order
• Reviews service request requirements and assigns work orders to the appropriate Technician based on factors such as skill set, location, security clearance, availability, etc.
• Monitors and follows up on work order progress to ensure timely completion
• Prepares reports to assist in monitoring work orders and resource planning
• Reviews Technician utilization and re-assigns work orders to ensure optimal utilization of all Technician resources
• Other duties as assigned

Work Requirements

• Must be able to work shifts, be on-call and be available to respond to emergencies

KNOWLEDGE & SKILLS

• 1 to 3 years of dispatch, scheduling or customer service work experience
• Ability to work well under pressure
• Ability to prioritize work orders based on order of importance and impact
• Ability to allocate work orders that result in optimal human resource utilization
• Ability to understand service request requirements and assign work orders to appropriate Technicians
• Computer proficiency in MS Outlook, MS Excel along with ability to quickly learn service management databases
• Strong customer service orientation along with strong customer service skills and sense of urgency
• Good communication skills
• Understanding of and previous work experience within the facility management services organization, an asset

Licenses and/or Professional Accreditation

• None required

This is a regular, full-time position with a salary range of $47,118 - $58,897 per annum. The starting salary will be based on the successful candidate’s competencies, including but not limited to experience, education and performance related to this role.

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