Dispatcher I

natgridProd•Webster, MA

About The Position

The Dispatcher I develops, reviews, and ensures compliance with workload schedules to support optimal productivity, timely work completion, and compliance with service performance and quality measures. The role evaluates distribution of same-day and emergency orders and adjusts schedules to improve performance. It also reviews uncompleted work at the end of the day and makes necessary scheduling changes. The Dispatcher maintains a broad view of resource capability relative to workload and proactively manages workloads to help meet customer commitments. The position dispatches priority and non-priority work to field resources, manages resources and workload, monitors daily performance metrics, and takes action to ensure targets are met. It also sets up and schedules non-emergency work, trains Dispatcher Assistants as needed, and contacts customers when necessary. The role requires successful completion of an aptitude or pre-entry assessment. This is a DOT-covered, safety-sensitive position subject to applicable federal drug and alcohol regulations. Many employment terms are governed by a collective bargaining agreement.

Requirements

High school diploma.
At least 3 years of experience in a dispatching environment, electric or gas operations, customer service, or equivalent knowledge or experience.
Strong leadership, organizational, collaboration, and planning skills.
Working knowledge of dispatching tools, such as customer systems, scheduling or workforce management software, and other operational software.
Working knowledge of current software packages; Microsoft Word and Excel are mandatory.
Excellent verbal and written communication skills.
Ability to work as part of a team and as a creative problem solver.
Demonstrated ability to analyze situations quickly, multitask, and make prompt decisions.
Ability to interface and communicate effectively with people at all levels and across organizational boundaries.
Must successfully pass an aptitude or pre-entry assessment test.
Ability to work without current or future visa sponsorship.

Nice To Haves

Knowledge of database and presentation software.

Responsibilities

Dispatch priority (emergency) and non-priority (non-emergency) work to field resources and ensure timely response by field crews.
Manage field resources and workload to maximize resource efficiency, minimize field costs, and ensure timely execution of work orders.
Monitor daily performance against key metrics, such as emergency response and appointments kept, and take action to ensure targets are met.
Set up, schedule, and dispatch non-emergency work to maximize field-resource efficiency and ensure timely execution of work orders.
Train Dispatcher Assistants as needed.
Contact customers as needed to support efficient work management.
Develop, review, and ensure compliance with workload schedules.
Evaluate the distribution of same-day and emergency orders and make changes to enhance performance.
Review end-of-day uncompleted work and make necessary schedule changes.
Proactively manage workload in relation to available resource capability and customer commitments.