Dispatcher

US-TN-Murfreesboro | US-TX-Houston
1 month ago
Requisition ID
2017-1526
Category (Portal Searching)
Operations

Overview

Responsible for day-to-day dispatch work activities inclusive of the acquisition and deployment of field service resources (internal and staff augmentation) required to deliver client service requests via incident management processes through the service desk. Coordinate with resource management to attain maximum utilization of deployable field service operations resources. Acquire, assess and deploy internal resources with the right skills at the right location, time and cost to achieve the optimal mix and use of skills to realize the financial goals (budget, profit & cost) of the NACS organization while meeting client objectives. Identify gaps in availability and skills that are needed to fulfill client commitments. Ensure dispatch services are delivered to clients in a consistent, high quality and professional manner consistent with company initiatives, client expectations as well as internal and external SLAs

Responsibilities

  • Acquire and deploy field service operations resources (internal and staff augmentation) required to deliver client service requests with the right skills at the right location, time and cost to achieve the optimal mix and use of skills to realize the financial goals..
  • Provide input to management related to deployment, demand, capacity and utilization obstacles.
  • Coordinate with resource management to attain maximum utilization of deployable field service operations resources. 
  • Maintain and enhance a strong client service-oriented environment and achieve all client satisfaction objectives and internal and external SLAs. 
  • Continuously develop and enhance knowledge, skills and abilities through various learning channels to expand technical and non-technical capabilities.  Ensure further expansion of skill-set in the products & services that BBOX supports.
  • Meet all financial performance objectives for area of responsibility and take corrective action as needed.
  • Implement and make recommendations to improve methodologies, core competencies and processes for the service desk to ensure stable and quality product & service delivery consistent with company objectives and client expectations.  
  • Actively and consistently recommend and support all efforts to improve, simplify, automate and enhance day to day service delivery operations and the client experience. 
  • Foster and contribute toward collaborative working relationships within NACS operations and across all levels and departments of the organization to execute service desk functions and company priorities.
  • Achieve performance targets established by leadership for applicable Key Performance Indicators.  
  • Perform other duties as assigned by management.

Qualifications

Knowledge, Skills, Abilities:

Accountability - Demonstrates an understanding of the link between one’s own job responsibilities and overall organizational goals and needs, and performs one’s job with the broader goals in mind.  Looks beyond the requirements of one’s own job to offer suggestions for improvements of overall organization operations. Takes personal ownership in organization’s success.

Customer Focus - Demonstrates concern for meeting internal and external customers’ needs in a manner that provides satisfaction for the customer.  Considers the impact on the external customer when taking action, setting policies or carrying out one’s own job tasks. Looks for external trends that are likely to shape the wants and needs of customers in the near future. Looks for creative approaches to providing or improving services that may increase efficiency and decrease cost.

Decision Making - Makes good decisions using a combination of analysis, knowledge, experience, and judgment.  Analyzes and distinguishes core problems by looking at the symptoms.  Resolves key issues behind major problems in the short term while developing and executing long term solutions. Has a strong record for making decisions that are correct and accurate. Applies strategies to implement effective decision making during crises.

Interpersonal Relationships - Demonstrates appropriate and professional behavior at all times. Uses a high degree of tact and diplomacy in working with others. Models and exercises sound judgment regarding personal conduct. Is aware of one’s own style or preference and its impact on others. Earns the respect of others.

Problem Solving and Critical Thinking - Builds a logical approach to address problems or opportunities or manage the situation at hand by drawing on own knowledge and experience base and calling on other references and resources as necessary.  Undertakes a complex task by breaking it down into manageable parts in a systematic, detailed way. Identifies the information needed to solve a problem effectively. Gets input from internal/external contacts who are closest to the problem.


Education / Experience Requirements:

  • High School Diploma or equivalent from an accredited organization required.
  • 1+ years of customer service experience.  Technology Services or Managed Service Provider industry experience preferred.
  • Possess an understanding of various technology solutions such as network management systems, network connectivity and security, unified communications and wireless technology preferred.
  • Service awareness of all organization’s key product and service offerings for which support is being provided.
  • Demonstrates considerable ability in managing multiple activities; excelling within a fast-paced, evolving environment that emphasizes working effectively within tight deadlines.
  • Ability to understand the qualifications, credentials, and skills of the field operations delivery resources to meet client needs.
  • Ability to work effectively across all functional groups to optimize product & service offerings, fostering a seamless internal and external client experience and track record of timely and accurate issue resolution.
  • Proficient in MS Office (Word, Excel, PowerPoint), Outlook, SharePoint, ERP, service delivery management tools such as ServiceNow and related cloud based technology systems.

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