Dispatcher

Job Title: Dispatcher

Department: Service Operations Centre (SOC)

Location: Jamaica

Summary of Role:

Actavo’ s Dispatcher will be responsible for the allocation of work to Field Operations Team working across the country. The Dispatcher will work with a team to manage job assignments throughout Jamaica, escalating & dealing with client issues and complaints in a professional manner within our Telecommunication Division in Jamaica. This role is office based, office location Kingston

• Allocate work to field engineers in various dispatch areas across the country.

• Ensure all calls are treated within strict adherence to company Service Level Agreement (SLA)

• Assume ownership and responsibility for all assigned jobs and manage customer appointments with strict adherence to Department KPIs and Service Level Agreement (SLA)

• Ensure all Stakeholders are updated on open issues

• Respond to field engineers’ queries, handle and resolve client complaints and ensure planning issues are dealt with efficiently

• Ensure database is kept up to date with all correspondence from field engineers

• Previous experience working in a high-volume inbound call centre environment would be a definite asset

• Good understanding of Telecommunication industry is desirable

• Good geographical knowledge-Jamaica

• Exceptional customer focus with a positive can-do attitude

• Courteous and friendly professional telephone manner essential

• Excellent literacy, numeric and IT skills including proficiency in MS Office

• Ability to work on own initiative and act independently whilst being able to work successfully as part of a team

• Flexibility to work shifts in line with business requirements

• Ability to represent the company in a professional manner at all times