Dispatch and Operations Analyst

TELUS Digital; Philippines; On-site; PHP 360,000 - 480,000; Full time

Job summary

TELUS Digital in the Philippines is seeking a detail-oriented Dispatch Analyst to support daily dispatch operations, capacity planning, and performance monitoring. You will monitor queues and backlogs, manage capacity based on incoming demand, identify operational risks, and provide timely reports and insights to help ensure smooth operations and meet SLAs.

You will collaborate with Dispatch Managers and cross-functional teams, investigate delays and bottlenecks, and recommend data-driven

Qualifications

• Strong analytical, problem-solving, and organizational skills.
• Experience in dispatch, operations, capacity planning, scheduling, or service delivery is an advantage.
• Proficiency in spreadsheets, reporting tools, and data analysis.
• Ability to monitor multiple workflows, prioritize tasks, and respond to changing operational needs.
• Strong communication and coordination skills when working with managers and cross-functional teams.
• Proactive, detail-oriented, and comfortable working in a fast-paced operational environment.

Responsibilities

• Monitor dispatch queues, due dates, and backlogs to identify and address potential delays or SLA risks.
• Adjust order and repair capacity and partner hours based on workload and demand.
• Coordinate daily priorities and provide operational guidance to team members.
• Support Dispatch Managers in resolving operational issues, escalations, and service disruptions.
• Investigate dispatch delays, system issues, and process bottlenecks to identify root causes.
• Coordinate follow-ups and track pending orders, repairs, and operational activities through completion.
• Prepare daily, weekly, and ad hoc reports on operational performance, trends, and key risks.
• Recommend process improvements using data and performance insights.

Skills

Analytical thinking

Problem-solving

Organizational skills

Dispatch/operations experience

Capacity planning

Scheduling

Data analysis

Communication and coordination

Job description

About the Role

We are looking for a detail-oriented and analytical Dispatch Analyst to support daily dispatch operations, capacity planning, and performance monitoring. You will monitor queues and backlogs, manage capacity based on incoming demand, identify operational risks, and provide timely reports and insights to help ensure smooth operations and meet service level agreements (SLAs).

Key Responsibilities

• Monitor dispatch queues, due dates, and backlogs to identify and address potential delays or SLA risks.
• Adjust order and repair capacity and partner hours based on workload and demand.
• Coordinate daily priorities and provide operational guidance to team members.
• Support Dispatch Managers in resolving operational issues, escalations, and service disruptions.
• Investigate dispatch delays, system issues, and process bottlenecks to identify root causes.
• Coordinate follow-ups and track pending orders, repairs, and operational activities through completion.
• Prepare daily, weekly, and ad hoc reports on operational performance, trends, and key risks.
• Recommend process improvements using data and performance insights.

What We're Looking For

• Strong analytical, problem-solving, and organizational skills.
• Experience in dispatch, operations, capacity planning, scheduling, or service delivery is an advantage.
• Proficiency in spreadsheets, reporting tools, and data analysis.
• Ability to monitor multiple workflows, prioritize tasks, and respond to changing operational needs.
• Strong communication and coordination skills when working with managers and cross-functional teams.
• Proactive, detail-oriented, and comfortable working in a fast-paced operational environment.

Why This Role Matters

As a Dispatch Analyst, you will help keep daily operations running efficiently by ensuring workloads are managed effectively, potential delays are addressed early, and leaders have accurate information to make informed decisions.