JOB SUMMARY

Working in a queued environment where focus is on the timely resolution of customer troubles and installation,responsible to dispatch work through the Workforce Management System for installation, maintenance and repairof subscriber services. Manage and adjust workloads for CST’s, FT’s and contractors with regular customerinteraction. Must be able to respond quickly and efficiently to critical situations and take action with minimaldirection.

QUALIFICATIONS

1. Level 30 Math with working knowledge of processes, products, services, trouble ticket and workforcemanagement systems typically gained through two years current experience in one of the following areas:
   a) Residential Sales, Business Sales or Assignment;
   b) Customer Support Centre;
   c) Install and Repair; OR
   d) Construction
2. Working knowledge of outside plant is beneficial.
3. Excellent analytical, problem solving and decision making skills.
4. Good planning, organizing and coordinating skills.
5. Excellent verbal and written communication skills, and the ability to deal effectively with others.
6. Working knowledge of personal computers and various software applications.
7. Keyboarding 20 wpm.
   .

(Not all inclusive or applicable to all assignments)
1. Books, loads, dispatches and tracks install and repair work. Directs outside work forces based on workload to ensure optimum loading of technicians. Proactively works with Resource Planning whenrelocating technicians to different locations throughout the province to meet workload requirements.
2. Creates and dispatches TRACS tickets/activities notifying techs of troubles and/or deferred work items. Significant focus on timely resolution of customer troubles & installs.
3. On a daily basis prioritizes, reassigns, and reschedules jobs loaded to technicians and/or due dates on various tasks, which requires contacting customers to rebook.
4. Dispatch FT’s on cut or damaged cables. Contacts customer/contractor to clarify informationregarding damaged facilities.
5. Testing repair of facilities, notifying customers and closing tickets.