Service Scheduling Specialist - Jobs in Quebec City, QC

Job Description

Major Responsibilities: · Monitor and balance call activity and workload of Service Providers (SP) using Service Edge, and Siebel software to achieve LOS performance measures.· Identify & communicate barriers that impede Service Provider workload optimization and effective call queue management. Collaborate with field management to resolve or overcome these barriers.· Identify, assign, and monitor successful completion of calls, following National XSAT process & local workgroup process.· Communicate XSAT Resource Group performance issues and opportunities to field management team.· Contact customers and negotiate estimated times of arrival of Service Providers.· Proactively resolve scheduling conflicts and keep customer informed of changes.· Achieve and maintain strong working relationships with Service Providers and Field Management in support of field metrics.· Participate and be an effective communicator for team/workgroup field meetings.· Resolve incoming Customer escalations related to responsiveness through effective negotiation and escalate urgent issues to appropriate management team as necessary.· Answer incoming calls and email activity in KANA from Field resources and provide required assistance.· Resolve data problems in support of efficient scheduling.· Partner with the field service organization to achieve Response Time metrics.· Engage in continuous learning, utilizing My Learning.· Utilize Canada IMS/Siebel to provide call completion support for SPs.Qualifications: · Graduate/Postgraduate – Any· Fully Bilingual-French/English (write, read, speak, listen).· Excellent track record, values and work towards career progression, goal oriented, understanding of KPI’s/SLA’s/KRA’s, team player.· Industry benchmark customer service skills required – candidates are provided with strong opportunities to influence customer opinion and direction.· Strong analytical and problem-solving skills. Lean Six Sigma qualifications an asset.· High competency and knowledge of field service delivery tools required – Worked on complex customer tools in the past· Familiarity with front line service call processes and field service delivery processes.· Demonstrated ability to utilize MS Office software to document issues/concerns/and areas of opportunity for effective communication.· Excellent communication and effective negotiation skills with internal and external partners, Demonstrated conflict resolution experience in previous roles.· Strong organizational, priority and time-management skills.· Multi-tasking ability a requirement, successful candidates need to work numerous conflicting priorities.· Leader in continuous process improvement identification.· Self-starter, able to work independently, without direct supervision.· Post-secondary education an asset, graduates will qualify· Role model behaviors, and accountability for personal errors and correction.Reference ID: hcl_bservJob Type: Full-timeBenefits:

• Work from home

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• Bachelors Degree (preferred)

Language:

• French (required)

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