Dispatcher

Dispatcher

At Rogers, we put our customers first in everything we do! Our Field Operations team provides top-notch service, connecting communities across Canada. We're seeking individuals who are passionate about technology, thrive in dynamic environments, and are ready to make a meaningful impact in the telecommunications industry. If you're ready to take on an exciting challenge and be part of a team that values innovation and excellence, consider the following opportunity.

This role is a Part Time 6 month contract

The Field Support team has a focus on aligning all control support functions to better support the field and ultimately our customers. Improve and achieve an exceptional level of customer service to the groups we support. Become more than a support centre that executes but become a centre that provides value added services. Ensure alignment between Field Operations, Centre of Excellence and National Quality Assurance. Provide a one stop shop for field exception handling that impact our ability to deliver our exceptional service to our customers.

As part of the Installation Service Centre of Excellence our specific focus is to direct, support and jeopardy manage all orders and field resources across the Atlantic region ensuring First Time Right principles are followed while exceeding customer expectations. We do this by monitoring technicians Day Of work load ensuring on time arrival, Events and Exception for both residential and business customers. Utilize appropriate tools to assign work, reassign work or balance work ensuring technicians are busy at all times. Assist internal groups with questions regarding technicians/orders. Monitor technician utilization and manage as needed. Ensure all metrics are exceeding targets.

What you'll be doing:

• Manage technicians day of with work load ensuring on time arrival, Events and Exception for both residential and business customers
• Answer within the SLA to emails and Click messages from technicians and internal customers in a professional and courteous manor
• Create Install and Service calls as needed
• Backfill loads if automated assignment does not have Tech Loaded with work
• Ensure techs are signed in at start of shift
• Monitor task lists and individual tech work load.
• Ensure all work orders/service orders are cleared off technicians summary by end of day
• Utilize systems to assign work, reassign work or balance work ensuring technicians are busy at all times
• Monitor technician utilization and manage as needed
• Liaise with Maintenance COE to query outages
• Adapt to consistent changes with updates to policy, process and method of procedure.
• Know, understand and adhere to all applicable health and safety regulations, both legislatively mandated and as outlined in company policy.

What you bring:

• Minimum of 2 year Call Centre experience preferred
• Demonstrated technical competence with MS Office
• Meeting all performance expectations in current positions including attendance and punctuality
• Proven ability to respond well under pressure, meet deadlines and handle multiple priorities
• Strong organizational skills with an attention to detail
• Excellent interpersonal and communications skills-including presentation ability
• Ability to operate effectively in a fast paced environment and adapt quickly to change
• Flexibility to work rotating shifts and must be flexible to work Evenings, Weekends and Stat Holidays from 7:00am-8:00pm.
• You will be expected to work in the office 3 days per week
• Bilingual considered an asset

To protect our people, brand and assets, a pre-employment background check will be conducted. As part of our selection process, all candidates must clear a criminal background check. Additionally, a credit check and drivers abstract may be required depending on the role.

In certain provinces (e.g. British Columbia) you are required to obtain and maintain a valid security worker licence to perform your position's duties. If applicable, you must obtain the required license and provide proof of satisfactory to the Company that you have obtained it on or before your start date.

Schedule: Part time
Shift: Variable
Length of Contract: 6 Months
Work Location: 855 York Mills Rd. (022), North York, ON
Travel Requirements: Up to 50%
Posting Category/Function: Field Operations & Dispatch
Requisition ID: 315612

At Rogers, we believe the key to a strong business, is a diverse workforce where equity and inclusion are core to making everyone feel like they belong. We do this by embracing our diversity, celebrating our different perspectives, and working towards creating environments that empower our people to bring their whole selves to work. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential by removing any barriers for equal participation. We work with our candidates who are experiencing a disability throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the Recruitment Process FAQ .

Posting Notes: No Selection

Location:
North York, ON, CA

Being a Rogers team member comes with some great perks & benefits including:
• Health & well-being benefits
• Donation matching
• Paid time off for volunteering
• Wealth Accumulation including: Pension plan & Employee stock options
• Generous employee discounts
• Leadership development, Mentorship, and Coaching programs

*available for full-time and part-time permanent employees, some restrictions apply

Looking for career guidance and inspiration?

Catch up on the latest episodes of For the Love of Work podcast with Dr. Sonia Kang.

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