#907 Dispatcher - Cogeco Cable

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ESSENTIAL QUALIFICATIONS

ACADEMIC TRAINING
• College Diploma in relevant discipline or combination of equivalent education and work experience required.

WORK EXPERIENCE
• Minimum 5 -8 years relevant experience working in an office or team setting, preferably within a call centre environment.
• Minimum 1 year of relevant analytical experience.
• Minimum 3 years experience working in a dispatching-type operation, or a call centre, with direct customer service experience preferred.
• Telecommunications industry experience would be an asset.

SPECIFIC COMPETENCIES
• Developed analysis, troubleshooting and problem solving skills.
• Must have previous experience working PCs. Demonstrated ability to navigate within a Windows environment and work with multiple applications and/or platforms. Intermediate proficiency with MS Office? software, email, Outlook and web browser.
• ITC experience and familiarity with call centre procedures and technologies/tools (i.e. Remedy, SMP, and Snoopy) preferred.
• Demonstrated abilities to correlate and analyze different types of data and information to identify trends and issues.
• Basic technical knowledge of cable communication core products (e.g. internet, VoIP, analog and digital video).
• Strong customer service and relationship management skills.
• Excellent interpersonal, written and verbal communication skills.
• Ability to learn and assimilate new information, and apply it correctly to on-going work issues
• Ability to contribute to and maintain a supportive team environment.
• Strong ability to multi-task and meet conflicting deadlines.
• Ability resolve conflict situations in both external and internal customer service situations.
• Detail oriented, accurate and thorough, with well-developed organizational skills.
• Self-motivated with the ability to take initiative in identifying and resolving problems using established procedures, policies and guidelines, is preferred.
• Ability to monitor own work for quality, is preferred.

Detailed Description:

Dispatcher 
(Ref# TOF10-47)
   
POSITION SUMMARY :  In accordance with established procedures, policies, standards and available tools, the incumbent is responsible for the compilation and trend analysis with the objective of reducing unnecessary truck rolls and timely response to network outage failures.  Responsible for the efficient routing and dispatching of all truck roll related activities for Cogeco Ontario and contracted field workforce in a timely fashion. Monitors and adjusts field workforce quota as required to meet CTSF standards. Responsible for ensuring the data integrity of customer records for accurate billing.  Shift work required.

KEY RESPONSIBILITIES

1. Monitors and maintains available quota, through jeopardy management of work load and allocation, for Cogeco Ontario and contracted field workforce through the current database.
 
2. Acts with minimum supervision, in a timely manner, to resource additional manpower when required to meet customer appointment needs.  Monitors pending truck rolls across the Province to meet CTSF and Cogeco standards of compliance.

3. Selects, schedules, and assigns all pending work for all Ontario systems and contracted field workforce.  Routes all daily work considering the impact of geography on time efficiency, based on the requirements of the pending orders, field workforce quota and available manpower.

4. Schedules referrals from Technical Operations field staff with customers and relays messages to field staff pertaining to changes to routed orders through the database.  Contacts customers to reschedule or arrange new appointments.  Explains to customers, as required, the nature of the work to be performed.

5. Troubleshoots and diagnoses customer technical and general problems to avoid unnecessary truck rolls and escalations. Responsible for outbound customer contact for every scheduled truck roll. 

6. Investigates and analyses inbound “truck roll initiated” Remedy tickets, customer billing system information and communication with the NOC and Call Centre for trends and risks to identify area-wide service interruptions and/or technical failures for all Ontario systems.  Alerts, contacts and dispatches appropriate staff, as per Cogeco outage procedures, and upon completion of the work, phone checks customers to verify service is restored.

7. Monitors and updates and/or reclassifies Remedy tickets to appropriate status to ensure timely resolution of customer issues. Completes outage reports for all locations, and updates and maintains all appropriate files.

8. Provides coachback information for unnecessary truck-rolls to the appropriate initiating department.

9. Verifies daily work ensuring that products are reflected accurately for billing.  Ensures the completed work task codes on each work order returned; matches the requested data on the customer’s account and makes appropriate corrections if applicable.

10. Processes work orders from the field from all systems via the database. 

11. Responds to and resolves general and escalated inquiries generated by other departments within the guidelines set out in the Dispatch Department Standards of Performance.

12. Activates and disconnects addressable accounts in the local systems using the electroline computer system.

13. Performs other duties and/or special projects as assigned.

14. As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general.  They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.

15. To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and itnernal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

Additional Information:

Make your next career move count! 

Please forward your résumé directly to careers@cogeco.com Quoting job title in the subject line of the email.:
Dispatcher (Ref# TOF10-47)

We thank all applicants for submitting their résumé, however, only those selected for an interview will be contacted.

Cogeco Cable is committed to the principles of equal access to employment and therefore offers equal job opportunities to all.