Dispatcher, Ops Excellence

LUMA Energy•Río Piedras, PR

1d•Onsite

About The Position

Monitors unplanned work requests and coordinates field staff to respond efficiently, ensuring timely completion and accurate tracking in the work management system. As the link between the unplanned work requests impacting the system, and the field staff able to respond to those requests, this role will operate in a high pace and exciting environment that will include the following duties: Responds to customer inquiries, gathers needed information, and resolves issues to support customer satisfaction and informed decision‑making. Dispatches and coordinates field crews across the system, ensuring effective communication and timely response to unplanned work requests. Collaborates with shift dispatchers and other stakeholders to deploy on‑call resources efficiently and to resolve unforeseen issues related to customers, the system, or weather conditions. Collects missing data and verifies customer, system, and location information to support accurate work execution by field‑based crews. Monitors work progress and completion status in the work management system to maintain accurate and up‑to‑date operational records. Identifies available resources and opportunities to combine work requests to improve operational efficiency and response times. Coordinates with the System Control Centre and System Operations Centre to support switching orders, outage planning, and safe restoration activities. Supports Operational Excellence initiatives and discuss lessons learned to help continuously improve the dispatch function. Follows established company policies, procedures, and standards to ensure full compliance with applicable laws and industry regulations. Participates in storm restoration tasks and assigned drills to contribute to the safe and reliable recovery of services. Performs additional tasks aligned with role expectations and qualifications to support team goals and operational flexibility.

Requirements

Associate degree in engineering or business administration
1 to 3 years' experience with functional role responsibilities.
High School or equivalent (GED) when accompanied by a minimum of 5 years of experience performing similar functions and at least 3 years of experience in related industry.
Working on a shift rotation basis to ensure dispatch support is provided 24/7 every day of the year.
Attention to Detail: Ensures accuracy in data entry, documentation, and task execution.
Process Adherence: Follows established procedures and workflows consistently.
Collaboration: Works effectively with team members and other departments
Time Management: Prioritizes tasks to meet deadlines and support team goals.
Technology Proficiency: Uses office systems (e.g., ERP, HRIS, Excel) to complete tasks efficiently.
Strong communication skills (both written and spoken preferably English).

Responsibilities

Responds to customer inquiries, gathers needed information, and resolves issues to support customer satisfaction and informed decision‑making.
Dispatches and coordinates field crews across the system, ensuring effective communication and timely response to unplanned work requests.
Collaborates with shift dispatchers and other stakeholders to deploy on‑call resources efficiently and to resolve unforeseen issues related to customers, the system, or weather conditions.
Collects missing data and verifies customer, system, and location information to support accurate work execution by field‑based crews.
Monitors work progress and completion status in the work management system to maintain accurate and up‑to‑date operational records.
Identifies available resources and opportunities to combine work requests to improve operational efficiency and response times.
Coordinates with the System Control Centre and System Operations Centre to support switching orders, outage planning, and safe restoration activities.
Supports Operational Excellence initiatives and discuss lessons learned to help continuously improve the dispatch function.
Follows established company policies, procedures, and standards to ensure full compliance with applicable laws and industry regulations.
Participates in storm restoration tasks and assigned drills to contribute to the safe and reliable recovery of services.
Performs additional tasks aligned with role expectations and qualifications to support team goals and operational flexibility.