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Operations Center Specialist/Dispatcher

4 months ago

Pittsburgh, United States Novus Group Full time
Job DescriptionJob DescriptionNovus Group seeks an Operations Center Specialist/Dispatcher for a contract-to-hire position with an outstanding, stable employer of choice Pittsburgh, PA. (Must be able to work on-site at the North Shore location).Pay rate up to $25.00 per hour based on experienceNovus provides benefits to our employees in the following areas: Health, dental, life, 401(k), and much moreWork schedule: 6:00 a.m. – 2:00 p.m. or 11:00 a.m. – 7:00 p.m.(This is a 24/7 department)Essential Duties:
  • Defines requirements, prepares plans, organizes, and coordinates personnel needs to facilitate efficient Field Customer Service and Field Operations.
  • Handles all after hours emergency calls from customers and coordinates field response through established protocol in a timely manner to ensure public safety. Works in conjunction with 911 Centers and local emergency (police & fire) to gather critical data to ensure timely response to emergency situations.
  • Schedules daily work assignments and adjusts for time-off requests and determines if additional resources are required. Manages same day time off requests.
  • Communicates with field personnel regarding work assignments. Monitors and re-aligns work to ensure all work is completed as day progresses. Contacts at-risk appointments for possible rescheduling as required.
  • Manages cyclical maintenance and compliance work to ensure compliance is achieved and resources are fully and effectively utilized. Plans monthly work by incorporating program work into promised work. Equalizes work levels and maintains productivity so that overtime costs are reduced.
  • Acts as the primary liaison between field supervision and field personnel during incidents, occurrences, and outages. Responsible for research and delivery of status and impact information. Coordinates communication to impacted customers and ensures accuracy in data and data entry.
  • Utilizes mapping and GPS based software to maintain and improve response times to emergencies and customer appointments as well as other software to validate plumber qualifications, create work orders, assign work using mobile dispatching, track accounts off due to construction or emergencies and research historical data.
  • Places PA One Call notifications for all damages. Prepares damage reports, associated work order/capital numbers and communicates to field personnel and field supervisors in a timely manner.
Knowledge Skills and Abilities:
  • Good computer software skills - Microsoft Office (Excel, Work, PowerPoint, etc.) and SharePoint.
  • Ability to maintain composure and interact effectively in a fast-paced environment with continual disruptions.
  • Good planning, attention to detail, scheduling and time management skills.
  • Ability to prioritize and manage multiple projects simultaneously and follow through on issues in a timely manner.
  • Ability to analyze data and present alternatives, recommendations and solutions.
  • Ability to adapt to change quickly, work in a close environment and foster teamwork.
  • Good communication skills, including written, verbal and interpersonal relationships.
Experience/Education Requirements:
  • Understanding of field operations preferred.
  • Entry level; experience in dispatching preferred.
  • Experience with analyzing data to identify problems and issues.
  • Must have the ability to work flexible schedules with varying days off including holidays, nights, weekends, and emergencies. Expectation to cover additional shifts as needed.
  • Experience with electronic mapping programs.
  • Bachelor's degree preferred; demonstrated related experience may be substituted for preferred education.