Dispatcher Jobs

Job purpose

Ensures timely delivery of messages and information to the clients as per the clients account requirements.  Completes updates in accounts in a timely manner, including on call scheduling.  Follows up and communicates with Clients to ensure all account information is pertinent and up to date – on call, fax/email and contact numbers for on calls etc.  Monitors message delivery systems to ensure messages progress, Ultracom, SMS/Text and board checks.  Provides coaching and dispatch training in coordination with the Team Leaders.

Duties and responsibilities

• Manage dispatch calls in Infinity Telephone Agent, dispatching in accordance with specified time lines
• Report daily dispatch activities and anomalies
• Work with the Team Leaders on identifying business opportunities for improvements, accounts, clients, operator training etc.
• Enter On Call schedules for clients daily, weekly, monthly as needed
• Monitor Ultracom for fails, delays, clears alarms, resets and contacts IT as needed for assistance
• Monitors SMS/Text and is able to identify fails, system issues, reset or contact IT as needed for assistance
• Performs hourly board checks and notifies Team Leader of any undelivered messages and/or follows up with message as needed to ensure timely delivery
• Updates job knowledge by participating in educational opportunities
• Acts as point of contact for operators when no TL on floor

Qualifications

Qualifications include:

• High School or GED
• Dependability
• Telephone skills, including listening skills and communicating effectively
• Flexible schedule for days, evening, weekends and Holiday coverage
• Experience handling difficult situations, emotional control
• Clear understanding of accounts and Infinity Telephone Agent
• Professional communication abilities
• Coaching experience or training preferred
• Excel & Word proficiency for reporting preferred

Working conditions

Regular evening and rotational weekend work schedule.  Flexibility to adapt to changes and increased work volume/demands.

Physical requirements

Sitting for extended periods at a computer.

Direct reports

Not Applicable