Provides effective and efficient scheduling and routing of emergency and non-emergency work to field resources. Provide excellent customer service with inbound customer inquiries as well as outbound follow-up calls. Responsible for creating and maintaining a positive customer experience while running an efficient operation providing best in class service. The Scheduler is responsible for setting up daily workload assignments, monitoring those assignments, and supporting the field resources and the Call Centers. Must be able to respond to inquiries quickly and accurately to best utilize resources.
REPRESENTATIVE DUTIES AND RESPONSIBILITIES:
- Has knowledge of regulatory requirements to effectively manage workload and resources appropriately.
- Ability to effectively manage the execution of Compliance work.
- Effectively assigns the appropriate resources to meet workload demands.
- Ability to create accurate daily route sheets/resource maps.
- Has working knowledge of resource and workload management tools (i.e. SS9/Sentinel, etc.).
- Monitors and manages job preparation activities prior to scheduling work as needed (i.e. Correct order created, job check completed, locates valid, proper permitting obtained, work area protection obtained, customer notifications made, special equipment obtained, multiple business unit coordination, etc.).
- Hold regular planning sessions with responsible supported area to develop collaborative work plans.
- Monitor field resource activity and make appropriate adjustments to subsequent work plans to meet company objectives.
- Effectively manage resources and workload during uncontrollable events.
- Monitor field resource efficiency and work with leadership to address any needs identified.
- Ensure all work assignments are made in a timely manner.
- Monitor and communicate appropriately on work deemed βhigh priorityβ.
- Notify RM leadership in a timely manner of any unusual events.
- Collaborate with field area supported to ensure alignment of all parties in an effort to maximize results.
- Monitor appointment work to meet customer expectations and to enhance the customerβs experience.
- Route supplemental work when appropriate to provide an opportunity to increase productivity.
- Effectively manage resources with a global perspective to provide an opportunity to complete essential work in a timely manner.
Education and Experience:
- BS/BA or Equivalent work experience.
- Minimum of 12 months dispatching/scheduling experience
Skills:
- MS Word, Excel - intermediate proficiency
- MS Access, Outlook - basic proficiency
- Influencing
- Operator Qualified in accordance with Company Plan
- Decision Making
- Problem Solving
- Multitasking
- Self-starter
- Organization
- Collaborative
- Ethical
- Task-Orientated
Preferred:
NICOR Success Factors:
Executing for Results Collaboration and Building Relationships
Learning and Thinking Industry Knowledge/Business Acumen
Honoring Corporate Values & Standards
Working Conditions/Physical Requirements:
- Rotating shifts, Night, weekend, and holiday work
- Overtime work
- Must sit for long periods of time.