We are hiring a Dispatcher to manage work orders, assign technicians, and ensure timely execution and communication. The role focuses on real-time monitoring, SLA adherence, and effective queue management.
Key Responsibilities
Work Order Management
- Review and validate incoming work orders in internal systems & Tools.
- Create, update, and maintain accurate work order details
Dispatching & Assignment
- Assign and dispatch jobs based on technician availability, location, and priority
- Ensure job acceptance within defined SLA (≤ 2 hours)
- Reassign or replan rejected/unaccepted jobs
Monitoring & Coordination
- Track job progress in real time and follow up on delays
- Coordinate with technicians for updates and issue resolution
Queue Management
- Manage queues (Upcoming, Re-dispatch, On Hold, Approved Estimates, Awaiting Authorization)
- Replan overdue jobs (>2 days) and escalate stagnant queues (>48 hours)
Communication
- Provide timely status updates to clients and internal stakeholders
- Maintain proper documentation of all communication
Daily Operations
- Handle everyday customer/Client query & new job order calls
- Conduct scheduled queue reviews and clear backlogs
- Ensure all jobs are dispatched, tracked, and pre-planned
Escalation Handling
- Escalate delays, unresponsive technicians, or system issues as per process
Compliance & Documentation
- Ensure accurate job records, completion proof, and SOP adherence
Requirements
- Graduate or relevant experience in dispatch/logistics
- Strong coordination and Good English communication skills
- Ability to manage multi-tasking in a fast-paced environment
- Basic knowledge of dispatch/CRM tools
📌 Customer Service Advisor (Sahibzada Ajit Singh Nagar)
🏢 Beyond Just Service
📍 Sahibzada Ajit Singh Nagar
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