Dispatch and Operations Analyst

TELUS Digital; Quezon City; On-site; PHP 350,000 - 500,000; Full time

Job summary

TELUS Digital is seeking a Dispatch Analyst in Manila to support daily dispatch operations, capacity planning, and performance monitoring. You will monitor queues and backlogs, adjust capacity based on demand, and provide timely reports to help meet SLAs.

The role emphasizes data-driven insights and cross-functional coordination with managers and teams. The ideal candidate is analytical, detail-oriented, and thrives in a fast-paced environment, with strong skills in spreadsheets and data

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 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 skills

Problem solving

Organizational skills

Spreadsheet proficiency

Data analysis

Dispatch/Operations experience

Capacity planning

Scheduling

Communication

Cross-functional coordination

Tools

Excel

Reporting tools

Job description

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.