Dispatcher

SUMMARY OF FUNCTIONS

Cook up and manage the timely dispatch of resources, like vehicles, personnel, or equipment, to meet operational needs. The perfect fit should have stellar communication skills, can handle stressful situations, and excel at juggling tasks.

KEY RESPONSIBILITIES

• Deliver dispatch services as outlined in the Program Statement of Work to the customer.
• Manage tickets from creation to completion, ensuring Service Level Agreements (SLAs) are met and deliverables are accurate.
• Create and maintain contracted workforce and presence on the accompanying platform(s).
• Generate tickets based on failures or product issues on the ticketing software platform.
• Fulfill program requirements and provide day-to-day dispatch functions.
• Enter data for program reporting.

RESOURCE COORDINATION

• Dispatch vehicles, personnel, or equipment efficiently based on operational needs and priorities using an automated work order ticketing system.
• Maintain real-time tracking of resource status and location.
• Optimize resource utilization to meet service demands and stay within budget.

COMMUNICATION

• Act as the central point of contact for field personnel.
• Communicate effectively with all parties, ensuring clear and concise information.
• Handle incoming calls, requests, and emergencies with professionalism and urgency.
• Provide real-time updates to customers on the status of their requests.

SCHEDULING

• Create and maintain daily schedules for personnel and equipment.
• Adjust schedules in real-time to address changing priorities, emergencies, or unforeseen circumstances.

PROBLEM SOLVING

• Quickly assess and resolve issues related to resource allocation and deployment.

DOCUMENTATION

• Maintain accurate records of service tickets, including time logs, incident updates, and resource availability.
• Generate reports on key performance indicators and operational metrics.

COMPLIANCE

• Avoid breaking company policies, industry regulations, and safety standards.
• Stay updated on relevant industry trends, technologies, and best practices.

SKILLS/KNOWLEDGE/EXPERIENCE REQUIRED

• A high school diploma or equivalent, with additional education or certification in logistics, dispatching, or a related field preferred.
• Proven experience in a dispatch or logistics role, especially in a fast-paced environment.
• Strong communication skills, both verbal and written.
• Ability to multitask, prioritize, and make quick decisions under pressure.
• Sharp computer skills, proficient in various software programs including ticketing software, web programs, Outlook, and Microsoft Excel.
• Knowledgeable in dispatch software and communication tools.
• Expertise in geographical areas and effective route planning.
• Excellent problem-solving and critical-thinking skills.

PHYSICAL DEMANDS

• Prolonged periods sitting at a desk and working on a computer in an office setting.
• Prolonged periods of standing.
• Occasionally lifting up to 25 pounds and/or exerting a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.

WORK ENVIRONMENT

The physical demands and work environment described here are representative of those that must be met by a team member to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job, absent undue hardship.

PAY RANGE

$18 - $20 per hour

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