Dispatch Coordinator

Responsibilities

• Utilize computer systems, designated applications, mobile dispatch systems and/or related automated and/or manual processes to coordinate the scheduling and dispatching of FortisBC resources (people, tools, equipment and time) to meet customer needs. Determine complexity and priority of work and allocate appropriate field resources. Co-ordinate a variety of operational programs to ensure work is completed efficiently with the effective use of resources available. 
• Provide assistance to management in monitoring annual work plans for field operations. Perform regular reviews and validation of work completing programs such as monthly status meetings. Identify process deficiencies and liaise with others as necessary to implement interim and long term process improvements.
• Prepare annual schedules; analyze data to prepare reports and resourcing recommendations for each operational business area. Analyze work requirements and historical trends to update vacation and training schedules.  Utilize business rules, resource forecasting, and statistical reports in order to optimize schedules for management approval.
• Develop annual work and long term forecast plans, including all planned and unplanned activities. Maintain and analyzes work plans vs. capacity management to meet overall yearly requirements for work programs, and assist management in identifying contractor requirements.  Collaborate with Project Management to develop yearly schedule for projects including capacity and skill sets.
• Receive or initiates reports of system damages such as sewer damage, street lighting damage and pavement cuts and maintains related records. Follows FortisBC emergency procedures to notify Supervisors/Managers, fire and police departments and municipalities and maintains related emergency records. Liaise with external agencies to report proposed construction and maintenance activities such as road and lane closures, crossings and emergencies.
• Collaborate with Supervisors, Managers, Planners and Field Staff in order to achieve operational goals established by service quality indicators such as number of appointments met, number of meter exchange lock offs, number of site visits unresolved, time dispatched to site, etc. Monitor the quality and quantity of work performed by staff.
• Provide support to others in understanding of job functions, processes and procedures; identify training requirements.  Provide on the job training to others and/or input into training curriculum. 
• Performs duties of a minor nature which do not impact the rating of the job.

Requirements

• High school graduation including courses in business communications and office practices and completion of a recognized post-secondary certificate in a business related field or computer technology.
• Seven years directly related experience (i.e. Operations Support or Field position); including a minimum of 1 year in a Dispatch environment. 
• Knowledge of Customer Service, Construction & Maintenance and System Operations processes and procedures
• Knowledge of safety regulations related to the field operations environment
• Knowledge of various software applications including MS Office applications  
• Ability to interpret data, analyze information and make sound judgments
• Ability to make quick decisions concerning work distribution and to handle emergency situations
• Ability to identify and resolve problems and/or recommend corrective action
• Ability to multitask and complete work in a professional manner while working with demanding work schedules including emergency and peak workload situations
• Ability to assign and manage a large volume of work
• Courteous, professional manner to deal with internal and external contacts.
• Sound communication skills
• Strong organizational skills and the ability to prioritize work
• Intermediate level keyboarding skills

Additional Information

• This position has restricted holiday availability based on operational requirements.  Demanding work environment. Shifts may vary. Must respond to emergency call out at anytime day or night, as workload and system requires.