Workforce Coordinator

Role overview

Specific accountabilities

• Review appointments and arrange suitable technical resources and equipment to complete work on time and to customer specifications.
• Schedule technicians according to skills, resource availability, workloads, and customer commitments.
• Contact customers before appointments and reschedule when needed to minimize disruption.
• Monitor service-order workflows and escalate scheduling discrepancies and conflicts to management.
• Coordinate technician travel and work with Field Operations, workforce planners, real-time coordinators, and call-centre staff on priority or at-risk work.
• Track technician competencies, respond to technician calls about service-order progress, and help resolve operational workload gaps.
• Sign off completed service orders, arrange follow-up appointments, validate billing information, and enter customer-account charges.
• Prepare documentation, support departmental improvement initiatives, and complete administrative reporting.

Knowledge and skills required

• Grade Twelve education.
• Two years of clerical or administrative experience; telecommunications experience is preferred.
• Business or process analyst experience supporting projects is an asset.
• Ability to provide excellent customer service and work effectively independently and as part of a team.
• Participate in health and safety programs and complete required safety and conduct training on time.

Schedule

• Shift work may be required.

Workplace and safety

• Follow safe work practices and occupational health and safety procedures.