Customer Service / Dispatcher

intellipro; Norfolk (VA); On-site; USD 81,278,000 - 86,789,000; Full time

Job summary

IntelliPro seeks an Operations Analyst in Norfolk, VA, to monitor operations, analyze calls and system data, and coordinate response teams. The role involves dispatch duties, rotating shifts including weekends, and documenting actions taken to restore services promptly.

Requirements include multitasking, strong communication, data analysis capabilities, and prior dispatch experience in an operations center. This is an onsite 12+ month contract with a pay rate of $29/hr on W2.

Qualifications

• Must be able to manage multiple tasks while adapting to changing priorities.
• Strong decision-making under pressure is required.
• Experience analyzing large data sets from various sources.
• Excellent customer service skills for internal and external stakeholders.
• Prior dispatch experience in an operations center is preferred.

Responsibilities

• Monitor operational activities and analyze data to identify service interruptions.
• Coordinate and dispatch field personnel and response teams to outages or emergencies.
• Perform workforce callouts for restoration, overtime, and shift coverage.
• Ensure timely response to incidents and maintain documentation of actions taken.
• Develop and execute data-driven action plans based on operational requirements.
• Maintain accurate records of all operations activities.

Skills

Multitask management

Decision making

Data analysis

Customer service

Dispatch experience

Education

High School Diploma or GED

Job description

Position Title: Operations Analyst
Duration: 12+ Months
Pay Rate: $29/hr on W2
Location: Norfolk, VA (Fully Onsite)
Schedule: Rotating Shift Work / 6-week schedule, including weekends and holidays as needed

Position Overview

The Operations Analyst is responsible for monitoring operational activities, analyzing incoming customer calls and system data, identifying service interruptions, and coordinating response efforts. This role requires strong analytical capabilities, excellent communication skills, and the ability to make informed decisions in a fast-paced environment.

Key Responsibilities

• Gather and analyze customer calls and multiple data sources to determine the location and cause of service interruptions.
• Coordinate and dispatch field personnel and response teams to address operational issues and emergency situations.
• Perform workforce callouts for service restoration, emergency response, planned overtime, and shift coverage.
• Monitor operational activities and ensure timely response to incidents.
• Develop and execute action plans based on data analysis and operational requirements.
• Maintain accurate records and documentation of operational activities.

Required Skills

• Ability to manage multiple tasks simultaneously while adapting to changing priorities.
• Strong decision-making skills and ability to perform effectively under pressure.
• Experience analyzing large data sets from multiple information sources and developing appropriate action plans.
• Strong customer service skills with experience supporting internal and external stakeholders.
• Prior dispatch experience in an operations center environment.

Preferred Qualifications

• Experience working in utility operations centers, emergency communications centers, dispatch centers, or similar operational environments.
• Hands-on experience in an operations center setting.

Soft Skills

• Excellent verbal and written communication skills.
• Ability to work independently and collaboratively within cross-functional teams.
• Strong organizational and problem-solving abilities.
• Ability to lead, collaborate, and contribute effectively in team environments.

Education Requirements

• High School Diploma or GED required.

Interview Process

• In-person interview.
• Behavioral-based interview questions utilizing the STAR (Situation, Task, Action, Result) methodology.

About Us:

Founded in 2009, IntelliPro is a global leader in talent acquisition and HR solutions. Our commitment to delivering unparalleled service to clients, fostering employee growth, and building enduring partnerships sets us apart. We continue leading global talent solutions with a dynamic presence in over 160 countries, including the USA, China, Canada, Singapore, Japan, Philippines, UK, India, Netherlands, and the EU.

IntelliPro, a global leader connecting individuals with rewarding employment opportunities, is dedicated to understanding your career aspirations. As an Equal Opportunity Employer, IntelliPro values diversity and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or any other legally protected group status. Moreover, our Inclusivity Commitment emphasizes embracing candidates of all abilities and ensures that our hiring and interview processes accommodate the needs of all applicants. Learn more about our commitment to diversity and inclusivity at https://intelliprogroup.com/.

Compensation: The pay offered to a successful candidate will be determined by various factors, including education, work experience, location, job responsibilities, certifications, and more. Additionally, IntelliPro provides a comprehensive benefits package, all subject to eligibility.