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Field Services Scheduling Specialist

2 months ago

Scoresby, Victoria, Australia Tabcorp Full time

Overview of the Position

The Scheduling Coordinator plays a crucial role in overseeing, evaluating, and prioritizing service requests, ensuring that Field Technicians respond efficiently and effectively.

Key Responsibilities

  • Oversee and manage notifications received from clients or the Field Services Team, ensuring timely action.
  • Ensure the accuracy of data within call management systems, tracking all service requests to meet customer expectations.
  • Assess Technician availability and regional service demands to guide the Field Services Team in meeting or surpassing Service Level Agreements (SLA's), directly assigning tasks to Field Technicians when necessary.
  • Collaborate with Sub-contractors and Agents to support the achievement of Service Level Agreements (SLA's).
  • Enhance team efficiency by promptly informing the Customer Operations Manager of any delays in service delivery and potential SLA breaches.

Qualifications and Skills

  • Proven experience in a scheduling or rostering role is essential.
  • Familiarity with Gaming, Wagering, and Club Keno products, systems, and software.
  • Strong analytical and problem-solving abilities.
  • An empathetic approach to addressing the scheduling concerns of clients and Support Workers.
  • Excellent communication skills.
  • Effective time and personnel management capabilities.
  • Willingness to work in rotational shifts, including weekends and public holidays.
  • Understanding of local and state geography is required.