Customer Care Center Dispatcher
Responsible for SAP notification assignment, technician load balancing, and Authorized Partner (APSP) scheduling using various tools such as SAP, Outlook, and voice communication. Also, responsible for responding to field technicians and end user customers regarding status updates on existing requests for Service or Move, Adds, or Changes (MAC).
Primary role is dispatching service requests to available technicians (Mitel Direct & APSP) while acting as liaison between the end user Customer, Technician, Operations Management, and Care Center Management.
Assist in load balancing and actively managing open backlog including monitoring for overdue Critical Notifications, including escalating to Care Center Management as required.
Assist in overflow in the Service & MAC inbound queues, create SAP notifications as required.
Assist technicians over the phone or via email if SAP notification data is not clear, they need parts shipped, or a status change is required.
Assist in the closing of APSP work orders by helping with the collection of paperwork, ensuring SAP reflects accurate data, and SLA's are adhered to.
Provide Open & Closing backlog reports for areas/regions of responsibility. This includes daily calls with the local Operations Management Team.
Perform other duties as requested by supervisor.
Diploma or Associates degree preferred
2 years of call center experience
proficiency with MS Office
Mitel is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.