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Dispatcher

4 months ago

Cape Town, South Africa React Group Full time

A leading Site Services firm in Cape Town is recruiting for a professional and reliable dispatcher. The successful incumbent will be responsible for the dispatch and monitoring of approximately 10 - 15 operational field services teams responding to emergency & non-emergency calls as well as planned works.

In this position, the dispatcher will be in charge of monitoring the teams, observing routes and vehicle movements, maintaining call logs and records, transferring messages, and directing/re-directing field units to ensure operational efficiency and adherence to turn-around times (TAT’s).
- **Please note: Only applicants residing in Cape Town and surrounding areas and able to start immediately or shortly should apply.**_

**RESPONSIBILITIES**

Work in close liaison with Contact Centre staff to promptly dispatch teams upon receiving a call out.

Monitor all field activity and maintain open communication with field technicians and internal stakeholders.

Document and internally distribute messages containing important information about the on-site and in-progress status of jobs.

Respond and follow-up on any issues by coordinating between field units and the appropriate departments (Building, Plumbing & Contact Centre). Escalate as appropriate.

Ensure Technicians timeously sign-in and remain ‘on-duty’ (available) on client system App’s.

Direct crews and other field units to the appropriate sites.

Ensure timely arrival of field units and/or internally escalate delays.

Remain aware of the whereabouts of field technicians using satellite vehicle tracking, telephone, messaging, and in-house CRM systems.

Prioritize and organize calls according to urgency.

Supervise the route and status of field units to prioritize their daily schedule.

Maintain and update call logs, call records, job tracker instruments and other important documentation (forms & spreadsheets)

Act as conduit between field units and Contact Centre staff.

Act as conduit between field units and Operations/Technical departments.

Monitor and log the following times & durations to ensure operational efficiency and client SLA’s are not in breach:

- Time of dispatch
- Time of site arrival (expected vs actual)
- Time of site departure (expected vs actual)
- Time of unit return (expected vs actual)

Escalate route deviations or down-time of field units.

Escalate unforeseen challenges or technical difficulties experienced by technical teams.

Daily, weekly, and monthly reports.

Ad-hoc job-related tasks and assignments.

**Requirements**:
High school diploma (Grade 12) or equivalent qualification is required.

Proficient in MS Office with proven experience in data entry.

Technology & systems savvy.

A minimum of 2 years’ experience in a similar role.

Strong knowledge of processes and procedures.

Excellent communication and interpersonal skills.

Ability to communicate at all levels.

Firm & assertive (able to issue instructions).

Excellent short-term memory retention and ability to accurately relay messages.

Time and deadline driven.

Methodical.

Customer focus.

Ability to multi-task and work well under pressure.

**Package**:

- Salary - market related and dependent on qualifications & previous experience.

**Salary**: R8 000,00 - R11 000,00 per month

Ability to commute/relocate:

- Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (required)

Application Deadline: 2024/03/28