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Dispatcher Supervisor in STRONGSVILLE at Acuative

Date Posted: 10/24/2018

Job Snapshot

Job Description



Purpose and Scope of Position

The Resource Allocation (RA) Supervisor will be responsible for the daily operations of the RA group while maintaining focus on meeting departmental and company SLA’s and ensuring/measuring continuous phone support for technicians. The supervisor will be the first level of escalation for internal and external customers and will participate in root cause analysis and corrective action. This position will oversee and collaborate on standard project scheduling with follow up through completion to ensure deadlines are met. This position will manage internal and external (contractor) team members.  The supervisor will assume other responsibilities as necessary in the absence of the RA Manager.

 



Primary Duties and Responsibilities

 

•         Training and supervision of Resource Allocation Specialists to ensure quality work focused on customer service.

•         Manage employee schedules, PTO and time reporting.

•         Monitor ACD phone system to ensure optimum availability.

•         Monitor and mitigate scheduling queue exceptions.

•         Administer processes and procedures to expedite scheduling and optimizing tech utilization.

•         Coordinate with GCC to ensure maintenance SLA compliance.

•         Provide first level of escalation for internal and external customers and validate/manage customer entitlement issues.

•         Ensure adherence to departmental & company SLA’s.

•         Actively engage partners and contractors in Acuative labor clouds.

•         Work with project management and implementation management to achieve on time and on budget project completion

•         Minimize schedule changes

•         Input on hiring personnel and documentation/delivery of performance reviews and employee development goals.

•         Updating system ticket instructions.

•         Provide management with regular status reports on project scheduling.

•         Representation of team in meetings/demos as requested.

•         Backup dispatching and project scheduling during periods requiring additional coverage or for absences.

•         Work closely with RA Manager on process improvement, ASE development within the team and documenting/tracking system enhancements/fixes to improve efficiency of scheduling.



Primary Internal and External Contacts

•         Internal – Project Schedulers, Resource Allocation Specialists, Service Support Specialists, PM’s, SDM’s, RFSM’s, Provisioning Group, Project Coordination, Warehouse personnel, FSD,  GCC personnel, Business Administration, RA Manager, Sparing Analyst, IT/IS

•         External – select clients, vendors, contractors and strategic partners.



Minimum Qualifications

•         Experience in customer service.

•         Proven ability to supervise others and coordinate a team effort.

•         Good Organizational skills.

•         Strong problem solving skills.

•         Proven ability to multitask and perform well under pressure.

•         Excellent written and verbal communication skills.

•         Microsoft products – Excel intermediate level, Outlook

•         Excellent phone etiquette.

•         Experience interacting with different levels of management within an organization.



Additional Qualifications Desired

•         1 year supervisory experience

•         Associates degree

•         Project scheduling or coordination experience

•         Dispatch experience



Physical Demands

•         Working at a desk, communicating in person and by telephone.

•         Availability to work outside of normal shift as required.

•         Possible travel.

Job Requirements

•         Experience in customer service.

•         Proven ability to supervise others and coordinate a team effort.

•         Good Organizational skills.

•         Strong problem solving skills.

•         Proven ability to multitask and perform well under pressure.

•         Excellent written and verbal communication skills.

•         Microsoft products – Excel intermediate level, Outlook

•         Excellent phone etiquette.

•         Experience interacting with different levels of management within an organization.

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