Responsable – Planification et Répartition (Service Incendie)

Johnson Controls•Montreal, QC

3d•Remote

About The Position

We are seeking a highly skilled and motivated individual to lead our Fire Schedule & Dispatch team in Canada. As the Supervisor, you will be responsible for supporting and leading our team of schedulers, ensuring the highest quality service is provided to our valued customers across the country. Your role will be vital in driving customer satisfaction, efficiency, and contributing to the overall success of our business. On our team, you'll have the opportunity to make a significant impact on our customers, our team, and our business. We offer a competitive salary, comprehensive benefits package, and a supportive work environment where your contributions are valued.

Requirements

A high potential for leadership, passion to achieve results, mentoring and team building.
Ability to multitask and prioritize effectively.
Effective written and verbal communication skills.
Excellent problem-solving and decision-making abilities.
The ability to effectively work Microsoft Office (Excel, Word, Powerpoint), and experience in / ability to learn the Oracle ACE and SEDU CRM systems.
3-5 years of experience leading a team responsible for scheduling and dispatching.
Highschool Diploma / GED required.
Bilingualism (English and French) is required; the position can be based anywhere in Canada.

Nice To Haves

5+ years of experience leading a team of schedulers.
Experience with Electronic Fire and Fire Sprinkler products lines.
Associates / Bachelor’s degree.

Responsibilities

Be there for your team, by conducting regular 1:1 reviews, team meetings, it will be your goal to help develop the talent and educate your team on the company strategy and achievement goals for our business.
You will be the primary person responsible for building an effective team of schedulers, by interviewing, hiring new team members and mentoring team members with high potential for growth, you will be responsible for developing an effective team capable of achieving growth in and for our company.
Monitor team members' logins, ensure coverage for out-of-office schedulers, and provide assistance, guidance and mentor schedulers as needed.
Perform call reviews to ensure exceptional service quality, monitor key accounts, and address customer inquiries and escalations.
Monitor work queues, KPIs, conduct quality checks, and coach team members for continuous improvement.
Partner with field leaders and participate in strategic discussions. You will contribute to the overall direction and success of the team by helping align central operations schedule & dispatch with the goals and strategies of our field partners.
Work on special projects as assigned to help drive a better tomorrow for our business.