JOB SUMMARY

The Scheduler is responsible for the efficient and timely scheduling of the installation and repair of Amplia’s products and services. This includes job scheduling, technician tracking and job rescheduling functions using workforce management tools. The incumbent is also responsible for relaying and recording information to field personnel via telephone, messaging, or other forms of communication and for providing management reports.

MAIN RESPONSIBILITIES

• Schedule and dispatch technicians, work crews and equipment to appropriate locations to facilitate installations and repairs.
• Reschedule and dispatch work not completed/ missed appointments.
• Maintain on-going communication and coordination of activities between the technicians and the Customer Operations department to resolve customers’ complaints or problems as necessary.
• Assist in driving field productivity through efficient call handling and support.
• Arrange for relay work orders, messages, and information to or from work crews and supervisors.
• Monitor personnel and/or equipment locations and utilization to coordinate service and schedules more effectively as required.
• Provide weekly and monthly reports to Manager as specified.
• Manage respective queues to ensure they are within the Key Performance Indicators (KPI’s).
• Provide facilities and assignments to work orders.
• Maintain coordination with Sales personnel to meet and exceed customer installation schedules.
• Advise personnel about traffic problems such as construction areas, accidents, congestion, weather conditions and other hazards.
• Communicate with customers effectively and professionally in keeping with Amplia Communications Customer Service Philosophy.
• Ensure adherence to applicable HSE legislation and policies as far as reasonably practicable.
• Commit to attending all required HSE training.
• Ensure all HSE assigned Key Performance Indicators (KPI’s) are fulfilled on a continuous basis.
• Deliver on any other special projects and assignment by the business as required.
• Perform any other duties and responsibilities as assigned by the Manager/ Supervisor.

REQUIREMENTS

• Minimum of five (5) CSEC passes including Mathematics and English.
• A minimum of two (2) years’ experience working in a similar role.
• Must be in possession of a Police Certificate of Good Character.
• Certificate in Microsoft Office Suite including working knowledge of MS Excel and MS Word.
• Knowledge of Microsoft Dynamics CRM will be an asset. 

• Strong performance orientation.

• Excellent organizational and multi-tasking skills with an excellent ability to work under strict deadlines and to adapt to priorities that change often. 
• Ability to read, analyse, interpret, and use complex documents and forms.  
• Ability to respond effectively to inquiries or complaints from customers.
• Ability to communicate effectively with employees and customers.
• Accurate, alert and pays attention to detail.
• Excellent verbal and written communication skills. 
• High level of confidentiality, integrity, reliability, and professionalism.
• Takes initiative and committed to excellence.
• Thorough, precise, and collaborative.
• Excellent interpersonal skills and superior ability to work well in teams.
• Strong problem-solving skills.
• Ability to work with minimum supervision.