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
Duties and Responsibilities:
• 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
Knowledge, Skills and Abilities:
• 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