JOB DETAILS:

Job Summary: The Dispatch Officer at Virtus Global Security Company LTD is responsible for managing and optimizing the scheduling of service provision by coordinating available time slots and locations. This role requires an organized and proactive leader to ensure that services are scheduled efficiently and that customer time preferences and geographic logistics are balanced to maximize operational effectiveness. The ideal candidate will have experience in dispatch or logistics management and a solid understanding of scheduling software and best practices.

Key Responsibilities
Scheduling & Dispatch Management
• Oversee the scheduling of service provision, coordinating available time slots with customer preferences and location constraints.
• Continuously monitor and adjust the dispatch schedule to ensure optimal allocation of resources and adherence to service level agreements (SLAs).

• Implement a real-time dispatch system, ensuring timely and accurate updates on service schedules for both clients and the service team.

Slot Optimization & Resource Allocation
• Analyze data to optimize available time slots, balancing demand and service capacity across locations.
• Use data-driven insights to adjust schedules, prevent overlap, and improve efficiency in resource allocation.

• Work with service teams to forecast demand and adjust resource allocations to manage peak periods effectively.

Customer & Service Team Coordination
• Act as the main point of contact for clients and service providers regarding scheduling, handling any specific requests or changes.
• Coordinate with customer service teams to communicate schedule changes or service delays to clients in a timely and professional manner.

• Ensure that service teams receive accurate schedules and all necessary details for each service location, maintaining effective communication and minimizing service disruptions.

Quality Control & Issue Resolution
• Monitor the quality of dispatch operations, ensuring timely and efficient service provision at scheduled times and locations.
• Troubleshoot and resolve scheduling conflicts, rerouting services as needed to accommodate unforeseen changes.

• Document scheduling issues and implement solutions to prevent similar occurrences in the future, working to improve dispatch processes continually.

Data Analysis & Reporting
• Track key metrics related to dispatch efficiency, slot utilization, and customer satisfaction, providing regular reports to management.
• Use analytics to identify scheduling trends, potential gaps in time or location coverage, and opportunities to optimize resource utilization.
• Prepare weekly and monthly reports on scheduling metrics, trends, and recommendations for improvement.

Process Improvement
• Identify areas to streamline scheduling and dispatch processes, recommending and implementing improvements as needed.
• Collaborate with the IT team to enhance scheduling tools and implement automation for more efficient dispatching.
• Maintain updated documentation on dispatch policies and procedures to ensure consistency and quality.

Key Performance Indicators:
• On-Time Dispatch Rate; 95% of dispatches occur within the scheduled time frame.
• Real-Time Update Accuracy; Ensure that 98% of real-time dispatch updates (e.g., delays, changes) are communicated accurately and within five minutes of a schedule change.
• Service Level Agreement (SLA) Adherence; Maintain 98% adherence to SLAs for scheduling and response times.
• Slot Utilization Rate; Achieve 90% utilization of available time slots.
• Resource Allocation Efficiency; Optimize resource allocation to achieve a 15% reduction in overlaps or idle time per quarter.
• Customer Notification Timeliness; Notify clients of any scheduling changes within 15 minutes of adjustments for 98% of cases.
• Service Team Schedule Accuracy; 100% of service teams receive accurate, updated schedules and all relevant details.
• Customer Satisfaction with Scheduling; Achieve a customer satisfaction score of 90% or above regarding scheduling and coordination.
• Dispatch Quality Compliance Rate; 98% of dispatch operations meet quality standards, with services provided at the scheduled time and location.
• Scheduling Conflict Resolution Time; Resolve 95% of scheduling conflicts within 10 minutes of identification.
• Issue Recurrence Rate; Reduce the recurrence of documented scheduling issues by 20% per quarter through process improvements.
• Timeliness of Reports; Deliver 100% of weekly and monthly dispatch reports by specified deadlines.
• Trend Identification Accuracy; Identify and report on key trends in scheduling or resource utilization 90% of the time.
• Policy & Procedure Documentation Accuracy; Maintain up-to-date documentation on 100% of dispatch policies and procedures.

Requirements:
• Bachelor’s degree in Logistics, Operations Management, Business Administration, or a related field.
• 2+ years of experience in dispatch, scheduling, or logistics management, with experience in managing time-sensitive service scheduling.
• Strong organizational and problem-solving skills, ability to multitask, excellent communication skills, and familiarity with scheduling software, advanced time-management skills.
• Proficiency in scheduling and dispatch software, GPS, and routing tools; basic data analysis skills.

Preferred Qualifications:
• Experience in a fast-paced service-based environment with a focus on customer satisfaction.
• Knowledge of logistics and routing strategies to enhance scheduling efficiency.
• Proven track record of managing dynamic schedules and dispatch operations effectively.