On The Day Dispatch Coordinator

2 weeks ago

Melbourne, Australia BSA Full time

Benefit from a role that provide lots of variety
- Well-known telecommunications Company
- Flexible work environments tailored to suit every employee

**Purpose of role**:
The Command Centre Optimizer officer works to ensure that Tickets of Work (TOW) are effectively optimized & jeopardized to the relevant subcontractors to maximize a positive experience for the end customer and to ensure BSA delivers effective outcomes that meet customer contractual requirements. The Command Centre Optimizer works with Foxtel on programs of work and is responsible for managing end to end project milestone.

**Key accountabilities / responsibilities**:

- Work effectively with internal and external clients to ensure delivery of agreed outcomes
- Managing on-the-day jeopardy events where the system cannot allocate work to subcontractors
- Approving changes which sit outside of the systems business rules (overtime, putting jobs to tender, shifting resources outside of any boundaries)
- Ensuring the field force completes all jobs within the SLA
- Escalating jeopardy situations to the Command Centre Team Leader if the job cannot be allocated within the agreed customer SLA
- Ensuring subcontractors are achieving high completion rate
- Escalating identified performance issues to appropriate Field Line Manager or State Manager
- Assist the client to develop and implement work processes that ensure timely, accurate and efficient customer services
- Ensure delivery of the client’s operational KPI targets on a daily / weekly / monthly basis in a cost-efficient way
- Develop and maintain effective working relationships across BSA, suppliers and clients
- Follow relevant processes to deliver against agreed outcomes
- Management of escalations regarding short term supply deficiencies or excesses and jeopardy management
- Ensure all day to day operational activities are executed effectively and appropriate records and approvals are in place
- Manage the ongoing identification and mitigation of service risk and issues
- Comply with OH&S and quality assurance processes and meet agreed

**Key Requirements / Attributes**:

- Specialist knowledge of cable and satellite services
- Demonstrating experience prioritizing customer appointments with daily volumes and achieve daily operational KPIs
- Good written and verbal communication skills and the ability to interact with internal and external stakeholders
- Ability to constructively negotiate and resolve customer grievances or escalate accordingly
- Extensive experience and demonstrated success in a similar deployment type team in a medium-large business with similar headcount and geographic distribution
- Demonstrated experience in managing day to day issues and successfully resolve situational problems with an appropriate degree of autonomy and independent judgement
- Ability to analyze statistical information on production performance, proactively identify problems and implement effective corrective solutions
- Demonstrated experience to priorities customer critical appointments with daily volumes and drive the team to achieve daily operational KPIs
- High-level negotiation skills with demonstrated success to constructively negotiate and resolve customer grievances in accordance with the client’s guidelines

Why work with us:

- A competitive salary package based on skills and experience
- Learning and development opportunities
- Flexible work arrangements

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