Title: Operations Analyst

Duration: 12+ months

Location: Norfolk, VA 23509

Quick description of the role or project story (What this role will be doing):

· High Level Project Overview: monitor and dispatch outage trouble calls, analyse outage calls that come in to determine location of problem, prioritize all emergency work, outage and non-outage work for first responders, talk with customers to determine power issues they are having.

What are the top (at least 3 if possible) “must have” skill sets (technical/functional)

which are required?

1) multi-tasking (handling changing priorities constantly)

2) computer based skills (all Windows applications, typing, etc.)

3) good customer service skills (talking to customers)

4) data analysis (review multiple information sources to determine appropriate action)

What are the top “nice to have” skill sets?

· Dispatch skills (call centres, 911 operations canters, utilities, etc.)

What soft skill requirements do you have (team fit and personality requirements)?

· Looking for energetic and personable candidates who have a good customer service personality that can talk with customers and field workers all day with a good attitude even during stressful or busy times. Being coachable/trainable because there is so much to learn with this position.

What education and certifications/licensures are required?

· High School Graduate / GED

Are there any specific companies/industries or ideal background you’d like to see in the candidate’s experience?

· Any 911 dispatch centres, Utility Dispatch, call centre customer service.

Job Type: Contract

Salary: $19.00 - $21.00 per hour

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to commute/relocate:

• Norfolk, VA 23502: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 3 years (Required)
• dispatcher: 3 years (Required)

Work Location: One location

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