Technical Dispatcher
URGENT:Please read the job description below. If this interests you, please send a MS-Word version copy of your resume (ASAP) along with your salary expectations and a telephone contact number: E-mail to angela@teamrecruiter.com Please put the job title as your subject line:
The recruiter in charge of this role is Angela
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My client is well-established IT Consulting Company, situated in Montreal, Quebec. They are looking for a Technical Dispatcher. This is a 1 year contract with the possibility of extension.
Job Overview:
This is a technical service role which requires troubleshooting on and off the phone.
Monitor and balance call queues and call activity between workload and CSPs to achieve performance measures
Responsibilities:
Direct CSPs in call management & service activity
Monitor allterritories for calls approaching response time and ensure appropriate action
Reassign calls from open & busy territories to working & less busy territories on a timely basis to balance work and meet targets
Review open/unmanned territories and re-assign calls accordingly.
Monitor install activity at month end to ensure installs are maximized
Accept all incoming calls for workload updates (i.e. changing call status to ‘dispatch’ of ‘finished ‘cancel or clear calls) and call inquiries (i.e. customer address machine type
misplaced call to be moved)
Evenly distributeØworkloads between busy and non-busy Reps
Ensure Service Reps adhere to theØprocess for managing workloads locator updates call close through frequent communication / messaging
Handle vacation schedules, training & absence requests to ensure proper coverage for each team
Initiate / Clear service calls (XI/CA/UM) as appropriate
Communicate emergencies priorities and messages to CSPs CSOMs stakeholders
Work closely with CSOM on many levels i.e.Øpersonnel issues customer issues
etc.
Manage Cycle Counts
Assisting with reassigning of permanent territories
Work with stakeholders to handle trial / short term rental / dust offs
Resolveadministration issues: Tracing research / inactive SN /
Communicate withthe CSPs on duty for the evening/night/weekend shifts.
Monitor and balance call queues and call activity betweenØworkload and CSPs to achieve performance measures
Validate equipment with service contract coverage and forward info to techs.
Share metric info & participate at WG meetings
Information research for the CSP and/or CSOM as required tracking parts / time field travel reports organization lists overtime absence vacation reports / reporting /maps creation / duty manager / address accuracy
Manage XCAREs by identifying the CSP
Monitor T&M TSBEs
Assist with SLC / territory creationØ/ postal code / file maintenance
Red Alert monitoring
XOG / Phaser call activity
Stand-by request
WSIB enquiries
Qualifications:
Must be fluent in English
When you have some time please register in our database (5 minute process) to be considered for future openings; the link is available on our website at http://www.teamrecruiter.com/ in the Candidate section.
We thank all applicants for their interest. Only those who meet the qualifications will be contacted through telephone/email. You are encouraged to register with us in our database to be considered for future positions available.
Have a great day.
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