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| POSITION DESCRIPTION | AIIA SURVEY OF SALARIES AND REMUNERATION PACKAGING AUGUST 2010 |
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Call Dispatch Operator |
| Position Code: | 7457 | | Career Level: | 2 |
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Responsible for
Understanding routine tasks with the company's response centre, providing the means by which requests are logged, allocated to engineers and dispatched. |
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Reports To
Call/Response Centre Manager or Customer Support Manager. |
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Supervises
No supervisory responsibilities. |
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Main Activities
Receiving customer calls, clarifying requirements, logging into call dispatch system.
Maintaining a highly professional image to present company to customers.
Checking customer contract details to establish level of service agreement and resolving any difference between expectations and contractual obligations.
Ensuring all processes involved with the Response Centre are of a high quality, accurate, are carried out in a timely manner, according to procedures.
Validating the customer database, access and permission to the service and general systems of maintenance.
Ensuring that everything is operating in relation to care of assets within area.
Collating statistical information from the call dispatch system as a basis for monitoring branch performance.
Ensuring queue length and call wait times are kept to a minimum.
Ensuring specified work periods are adhered to.
Assisting Supervisor and Administrator in various tasks concerning performance operation of Response Centre.
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Key Skills
Ability to deal with busy, high-pressure situations.
Familiarity with the computerised dispatch program.
Good telephone manner.
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Internal Contacts
Customer Service staff. |
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External Contacts
Customers at varying levels. |
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Typical Experience
Should have some telephone communications skills as well as call scheduling experience/training. |
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