Dispatcher

About the job

Job Title:

Dispatcher

Job Description

The role of the Dispatcher consists of being responsible of the distribution of the workflow of the LOB for critical and non-critical cases to front line Associates. Their duties include monitoring the different types of queues in the LOB, document negative trended behaviors and report it, report and transfer misrouted cases to their support areas, a Dispatcher collaborates to SLA improvements and consistency within the organization.

Duties and Responsibilities

• Assign cases to Associates depending on the supported segment/POD keeping sense of urgency for cases tag as Critical by the severity of the issue reported.
• Keep constant monitoring of the different types of queues. Help and support staff when Associates is not ready to take cases (System Issue / Leave / Trainings / Backlog Management).
• Resolves issues related to misrouted cases and transfers to the correct area of support, this includes changes in the skill for front line ambassadors to guarantee the internal assignation of the case.
• Critical thinking:
• The dispatcher will identify urgent cases based on Issue Description.
• The dispatcher will assign the case to an available associate for immediate contact.
• The dispatcher will notify case owner ASM and MOD on internal channels when assigning an urgent case.
• MOD will follow up to make sure contact is made within 15-30 minutes of case assignation.
• Action needs to be executed and documented on a weekly basis.
• Attending regular sync meetings with ASM to share finding and areas of opportunity for case assignation and SLA improvement.
• Automate report to reduce inefficiencies in our assignation duties.
• Coordinate activities to collect, analyze and report information.
• Communicate attendance, time availability, known issues among other topics.
• Adhere to Concentrix policies and culture values.
  

Skills:

• Excellent knowledge of Microsoft Office Suite
• Cloud Basic Knowledge
• Average communication skills
• Above average numerical and analytical ability
• Self-starter and independent