The Senior Dispatcher is viewed as the subject matter expert for the dispatch function and is responsible for the management of emergency and non-emergency work according to company standards. The Sr. Dispatcher leverages new technology, is multi tasked and possess the ability to focus on multiple field personnel for multiple service areas. The Sr. Dispatcher efficiently utilizes supporting technology (Auto Dispatch System, GPS and Doodle) in communicating, monitoring and directing field resources while maintaining appointments, managing emergencies and meeting customer expectations. In an automated dispatch environment, they are an "exception handler" who quickly discerns and understands processes as well as identifies issues and/or incidents requiring immediate attention, while taking the initiative to escalate as appropriate.
REPRESENTATIVE DUTIES AND RESPONSIBILITIES:
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Acts as a team leader and Subject Matter Expert (SME) for the entire dispatch team
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Assists dispatchers in the absence of the Dispatch Supervisor with difficult and complex situations; and serves as the technical expert over complaint-taking and dispatching operations
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Develops and coordinates training for new dispatchers and for new dispatch processes. Assist with the training of new-hire dispatchers in a lead capacity; monitors and documents progress of trainees to include completing training reports, evaluations, providing input on training needs and assisting with the development of training documents; oversees the Resource Management Command Center by providing dispatchers support daily and serving as the first point of contact for the field operations leadership team. Assists field supervisor by reviewing daily staffing and scheduling field service personnel for overtime, if needed.
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Understands and implements the basic fundamentals of dispatching according to company standards.
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assists area managers and supervisors during mass outages to obtain information and coordinate activities of field service personnel.
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Gathers information for Notice of Incident (NOI) Reports; routes to Public Service Commission (PSC), Utility Protection Center (UPC), Community Affairs and Safety, Security & Corporate Compliance, STS).
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Evaluates field service routes; provides optimized routes for various field service personnel; adjusts field service personnel allocations based on quantity and severity of workload, and availability of resources.
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Prepares reports, analysis, and documentation needed by the organization to support its operating systems and develop plans and analyzes both potential problems and opportunities for enhancing operations and maximize profitability.
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Monitors field personnel efficiency throughout the day and makes recommendations to field personnel and supervision based on findings.
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Assists RM Supervisors with daily property assignments and recognizing the need to backfill shifts.
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Understands the regulatory requirements for each company under the enterprise umbrella (ex.Georgia, Florida, Virginia and Illinois).
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Performs other duties as assigned.
EDUCATION AND EXPERIENCE:
Required
- BS/BA or 4 years equivalent work experience
Required
- 1+ years dispatching/scheduling experience with a Field Operations focus.
SKILLS:
Required:
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MS Word, Excel - intermediate proficiency
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MS Access, Outlook - basic proficiency
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Influencing
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Problem Solving
Preferred:
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DOT Qualification
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Spanish - fluent
Southern Company
30 Ivan Allen Jr Blvd NW
Atlanta
Georgia États-Unis
www.southerncompany.com
