AFL Integria is seeking a Dispatcher to support our field operations and help ensure customer work is scheduled, coordinated, and completed efficiently and to a high standard. This is a fast-paced role for someone who is highly organized, customer-focused, and comfortable managing changing priorities while supporting field technicians and client requirements.
As part of AFL, a global leader in fiber optic products and network solutions, AFL Integria supports the build and delivery of telecommunications infrastructure across Canada. Our teams work together to provide dependable service while maintaining a strong focus on safety, quality, accountability, and the customer experience.
Location: Calgary, AB or Surrey, BC
What You'll Do:
Reporting to the Dispatch Manager, the Dispatcher is responsible for coordinating and dispatching field technicians based on customer requests, service requirements, and daily workload demands. The role monitors schedules and assigned work, responds to changes throughout the day, and helps ensure customer commitments and applicable Service Level Agreements (SLAs) are met.
The Dispatcher also works closely with clients, client dispatch teams, field technicians, and internal teams by phone and email to resolve scheduling issues, adjust technician coverage, and keep work moving efficiently. Success in this position requires strong communication, attention to detail, sound judgment, adaptability, and the ability to stay organized while managing a high volume of requests.
Responsibilities
- Dispatch and schedule field technicians in response to client and customer requests while meeting applicable Service Level Agreements (SLAs).
- Monitor and manage daily workloads across assigned geographic areas to ensure customer commitments and service requirements are achieved.
- Ensure all calls, emails, and service appointments are addressed and completed in a timely manner each day.
- Assess workload demands and coordinate resource adjustments, including reassigning work, supporting coverage for absent technicians, and balancing high-volume areas.
- Handle a high volume of inbound and outbound communications with clients, customers, and field technicians while delivering exceptional customer service.
- Process and respond to a high volume of email requests from clients and field technicians, ensuring accurate, professional, and timely resolutions.
- Collaborate with team members to build and maintain positive working relationships and support a productive team environment.
- Safeguard confidential information and uphold organizational values and standards.
- Complete administrative and operational tasks assigned to support business objectives.
- Demonstrate accountability and initiative by proactively resolving issues and identifying opportunities to improve processes and customer experience.
- Adhere to and actively promote AFL's Environmental, Health, and Safety (EHS) policies and procedures.
- Perform other duties as assigned.
Personal Qualities
- Flexible – Open to change & new information and rapidly adapts to changing conditions or unexpected obstacles
- Detail oriented – Excellent attention to detail with the ability to follow through on assigned tasks
- Independent - Ability to work well under limited supervision
- Analytical Thinking/Problem Solving - Capable of complex reasoning analysis
- Results focused – Driven to achieve
- Interpersonal skills – Able to collaborate on projects, maintain effective relationships, and communicate clearly at all levels of the business
- Adaptability - Capable of working in a fast-paced environment, adapting to various situations, and prioritizing multiple work assignments simultaneously
- Team Player skills - Possess strong commitment to team environment dynamics with the ability to contribute expertise and follow leadership directives at appropriate times
Qualifications
- 1+ years’ previous experience in customer service or a high-volume call center environment
- Previous experience with a dispatch or similar role an asset
- Ability to effectively handle both favorable and unfavorable customer and field employee interactions
- Experience building relationships and providing a first-class approach to customer service
- Ability to effectively multitask
- Strong computer skills including proficiency in Microsoft Outlook, Excel and Word
- Previous experience with ClickSoftware or similar scheduling software an asset
- Strong interpersonal skills with written and verbal fluency in English
- Minimum 40 WPM typing speed
Working Conditions
- Normal office environment
- Shift work including early mornings, evenings and weekends and holidays, dependent on customer business requirements
- Compressed work week
Why Work for AFL Integria
- We Care: Our Employees are eligible to participate in our amazing Total Rewards Program which offers: Extended Health and Dental, Vision Care, Life Insurance, RRSP matching, Employee and Family Assistance Program and more.
- We Include: AFL is an equal opportunity employer that’s committed to accessible, inclusive employment.
- We Develop: We enthusiastically support learning and advancement opportunities for our team members.
- We Reward: Abundant discounts with various retailers
- We have Fun! Employee Events throughout the Year!
- We Connect…. #WeareAFL
Ready to Join Us? If you’re passionate about customer service, technology, and telecommunications, we want to hear from you! AFL Integria offers you the chance to grow your career with a leader in the field while being part of a team that values innovation, safety, and continuous learning.