Field Dispatch Coordinator

1 day ago

Islamabad, Islamabad, Pakistan beBeeDispatch Full time 1,200,000 - 1,400,000
Job Overview

The Field Dispatch Coordinator will oversee all field service requests, incidents, and problems while managing operational support and scheduling. This position ensures adherence to service level agreements by coordinating with internal teams and external vendors, developing ticket escalation processes, and performing quality assurance checks.

This role also includes managing and training technical staff, maintaining documentation, and ensuring operational efficiency.

Responsibilities:
  • Oversee all requests, incidents, and problems.
  • Manage and coordinate urgent and complicated support issues.
  • Act as escalation point for all requests and incidents.
  • Develop and mature ticket escalation processes to ensure smooth information exchange within the organization.
  • Assist in determining root causes of issues and communicate effectively to internal and external stakeholders.
  • Manage scheduling of technical staff to meet customer requirements.
  • Provide onboarding, training, and support for new team members.
  • Perform staff scheduling to ensure operational coverage during all shift hours and on-call periods as required.
Performance Expectations:
  • Complete the scope of services as outlined in the Service Level Agreement.
  • Provide regular data and reporting of key performance indicators, trends, and service level metrics.
  • Oversee metrics to develop strategies for continuous improvement.
  • Be available for all escalations and questions as a dedicated support resource.
  • Route and manage vendor work orders.
  • Work within proprietary systems to track, manage, and communicate work status.
  • Collect and validate deliverables upon completion for delivery to the project manager.
  • Oversee a team of coordinators to manage performance and efficiency.
  • Train incoming team members on all systems and platforms.
  • Document policies, processes, and procedures for reference.
Requirements:
  • 5+ years' experience with PC systems, software programs, and operating systems.
  • Previous experience in leading a team of support professionals with a focus on efficiency and documented success.
  • Strong interpersonal and customer service skills.
  • Effective communication and problem-solving skills.
  • Ability to prioritize tasks in a high-pressure environment.
  • Ability to adapt to change in a fast-paced environment.
  • Excellent written and verbal communication skills.

Desired qualifications include experience with help desk software, networking fundamentals, and supervisory experience.

We offer a comprehensive benefits package including employee life insurance, health coverage for employees and their families, and optional discounted coverage for parents.

We strive to create an inclusive and diverse workplace where every team member is valued and supported. We provide access to an in-house gym and complimentary meals.

We are committed to maintaining a discrimination-free workplace and providing equal opportunities for all candidates.

Work timings: 8:00 PM to 5:00 AM (PKT)

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