Job Title: Dispatcher

Job Description

Position Title: Dispatcher

Department: Dispatch Department

Report to: Dispatch Lead

Manage: Nil

Portfolio Focus:

• Answering calls from various external and internal sources and assigning them to appropriate departments like HR, accounting etc.


• Scheduling, especially ad hoc and last-minute requests.


• Afterhours operations.

Key Responsibilities:

Employee interactions and emails (40% Time Spent of total shift)

• Check in/ out calls, employees enquiring about shift duties, employees asking for open shifts, sick/ book off calls, pay discrepancy calls. (60% of total employee interactions)


• Employees calls about questions related to company’s policies and procedures, vacation pay requests, stat pay related questions, questions/ problems related to Tracktik, Dayforce. (15% of total employee interactions)


• Candidates calls asking for hiring. (20% of total employee interactions)


• Internal emails from Guardteck management related to updates in policies, procedures or employee concerns and addition of new information in the protocols. (5% of total employee interactions)

Client interactions and emails (30% Time Spent of total shift)

• Client calls related to scheduling needs (addition or cancellation of coverages), clients or firms asking to direct their calls to various departments (accounting, HR etc.) or specific people.
  
  
  
  (25% of total client interactions)


• Alarm calls, calls related to monitoring station issues (specific to Gteck), alarm customer calls experiencing issues with monitoring panels. (30% of total client interactions)


• Scheduling (addition or cancellation of coverages) emails from various clients like Enerfrog, Walmart, Wynford, City of Surrey, City of Burnaby and Cushwake. (35% of total client interactions)


• Sales calls. (5% of total client interactions)


• Other calls (external companies asking for subcontracts, public complaints against employees, contractors asking for access codes etc.) (5% of total client interactions)

Scheduling (20% Time Spent)

• Making calls to employees to ask them to do last minute shifts. (20% of total scheduling tasks)


• Finding trained employees for particular coverages and assigning them for those shifts. (20% of total scheduling tasks)


• Posting shifts or forwarding the shifts to subcontractors as required. (20% of total scheduling tasks)


• Dispatching mobile to the sites as per alarm calls received and following up with client regarding the same. (20% of total scheduling tasks)






• Catering all scheduling related needs of all clients and employees during afterhours. (20% of total scheduling tasks)

Note: Scheduling tasks vary on day to day and shift to shift basis, but almost equal amount of time is spent on an average.

Ad Hoc Responsibilities (10% time spent of total shift):

• Issuing uniforms (10% of total ad hoc tasks)


• Guiding employees on how to use Dayforce or Tracktik and getting email reports from employees and subcontractors to translate into lighthouse for them. (5-10% of total ad hoc tasks)


• Actioning no check in emails from employees to make sure employees have arrived on site as per shift timings. These emails hit the inbox every hour on an average. (80% of total ad hoc tasks)

Knowledge, Skills, Experience and Education:

• Knowledge of all sites and locations where Guardteck serve, understanding of company’s policies, brief understanding of provincial labour laws for mainly BC, Alberta and Ontario and knowledge of regulations of security license is required.


• Skills Required- Excellent communication skills, quick decision making and ability to multitask is greatly required. (Soft skills like planning and organization are necessary for smooth operations)


• Experience- Minimum 1 year of security industry experience in required. Any supervisory experience is a outstanding asset.