Customer Support Specialist

As a Specialist in the Dispatch & Workforce Operations team, you will play a crucial role in managing job dispatches, tracking worker assignments, and ensuring timely updates and escalations. Your strong coordination, communication, and time management skills will be essential for success in this position. - Monitor dispatch queues every 5 minutes during your shift. - Check the availability of full-time employees (FTEs) before assigning jobs to WM or vendors. - Create WorkMarket (WM) requests when no FTEs are available. - Invite workers (APVP/STZ) promptly and follow escalation processes when necessary. - Assign the most cost-effective and qualified worker for each job. - Ensure that only registered, trained, and approved workers are dispatched. - Confirm that worker assignments are updated correctly on the portal. - Share worker details with the customer as required. In terms of governance and escalations: - Escalate vendor delays, emergency issues, and pool health concerns within defined timelines. - Maintain proper communication with PET owner teams and other stakeholders. - Track and escalate worker-related issues (FSE/FTEB) according to the escalation matrix. Monitoring and reporting responsibilities include: - Actively monitoring Workplace chat, the ServiceO Teams channel, and emails throughout your shift. - Ensuring all negative WTZ transactions have valid reason codes. - Documenting all actions taken and updating systems regularly. Regarding worker availability and data updates: - Checking and updating worker availability status in the system. - Running monthly availability checks for FTEB/FSE workers. - Creating Job Orders (JO) if no FTEB is available. - Ensuring data accuracy and timely updates in portals. Qualifications Required: - Basic computer and MS Excel skills. - Strong communication and coordination abilities. - Ability to multitask and manage time effectively. - Proactive attitude with attention to detail. - Willingness to work in shifts, including weekends if required.,