Dispatching/Call Center Leader

SUMMARY

This position is responsible to direct the activities of 15 scheduling analysts.  The leader leads the team to ensure daily activities of the Field Service Technicians are organized and managed in accordance with customer service level agreements.  The lead will ensure that FSR’s are fully utilized and revenue and productivity goals of the organization are met. Additionally, responsibilities include ensuring the team conducts timely follow up with customers regarding planned maintenance visits and/or schedule changes.  The Leader will be required to enforce company policies and procedures as they relate to scheduling analyst operations. Ensure support of call closure and billing, when necessary.  Required to coordinate activities and manage processes between other functional areas (field operations, customer service, invoicing, credit & collections, IT, etc….) to facilitate the goals of the business. The leader will also be responsible for the coaching, training, and disciplining of employees as required.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.

 Direct and participate in scheduling activities to ensure that service level agreements are fulfilled and that FSRs productivity goals are fulfilled.

 Support scheduling analysts where necessary in the analyzing and planning of work schedules to ensure the most efficient field work force. 

 Ensure the timely processing of material replenishment orders to maintain adequate stock levels for FSRs. 

 Manage the monitoring of open order status and receipt of necessary information for billing.  Work with scheduling analysts and field leaders to ensure timely and accurate information for billing.

 Manage the follow-up and timely resolution of customer service requests and/or change requests.

 Enforce company policy and procedures, particularly as they relate to ISO and Sarbanes-Oxley.

 

 

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each duty satisfactorily.  In addition, the individual must possess the following:

 

· Prior leadership experience in a fast-paced, results oriented environment.  Must have proven track record of supervising at least 6 – 9 exempt employees.

 

· Demonstrable track record of employee development and mentoring activities.

 

· Strong customer service, analytical, and reasoning skills.  Better than average written and communication skills required.

 

· Significant experience with ERP and/or CRM systems.

 

· Must be a self-starter who will identify problems and initiate corrective actions without specific direction from supervisor.

 

· Strong ability to interface with other departments and teams in a professional and cooperative manner.

 

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

EDUCATION and/or EXPERIENCE Bachelor’s degree in business, marketing, finance, or closely related discipline is preferred; or a minimum of eight years related experience and/or training; or equivalent combination of education and experience.  Prior supervisory experience is required.  Proven ability to direct others in a multitasking environment.

 

LANGUAGE SKILLS

Ability to read and interpret documents such as policies and operating procedures and commercial contracts.  Ability to write reports and correspondence using appropriate format, punctuation, spelling, and grammar.  Better than average ability to read and interpret legal terminology related to commercial contracts.  Should have good negotiation and presentation skills.

 

INTELLEGENCE

Has the ability to apply business principles in order to solve problems and deal with a variety of variables in situations where only limited standardization exists, Must be able to develop solutions to problems with the organization’s goals and objectives as the basis for the solution, and be able to articulate the logic of the solution to a diverse group of individuals.

 

INTERPERSONAL TEMPERMENT As a leader the leader must convey a positive attitude at all times, and be able to communicate company policies and decisions in an objective manner.  Must be adaptable to performance under stress.

 

VERBAL APTITUDE  Requires the ability to record and deliver information and to follow verbal instructions.  Must be able to articulate complex ideas and concepts to a diverse group of individuals in a form and manner appropriate to the audience.  Ability to inspire others through verbal communication.

 

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. 

 

PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

While performing the duties of this job, the employee is regularly required to sit for approximately 90% of the time, stand 8%, and kneel and bend 2%.  The leader must be able to use a personal computer and talk on the phone.  The job involves lifting tasks normally limited to 8 lbs or less. Travel requirements for this position are typically less than 5%, and the ability to operate a motor vehicle could be required in those instances.

 

WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

The noise level in the work environment is typically higher than the average office environment due to proximity to customer service agents.  Other physical conditions are consistent with a typical office environment.