Customer Support Associate

Job Overview

We are seeking a motivated professional to join our Dispatch & Workforce Operations team, responsible for overseeing job dispatches, managing worker assignments, monitoring operational systems, and ensuring timely communication and escalation. This role demands excellent organizational skills, effective communication, and efficient time management to ensure smooth workforce operations.

Core Responsibilities

• Continuously monitor dispatch queues at intervals of five minutes throughout your work shift.
• Verify the availability of full-time employees prior to assigning jobs to WorkMarket or external vendors.
• Create job requests on WorkMarket when no full-time employee is available.
• Invite workers punctually and adhere to escalation protocols if delays occur.
• Allocate the most cost-efficient and suitably qualified workers for each task.
• Ensure that dispatched workers are registered, trained, and authorized.
• Confirm that worker assignments are accurately updated in the portal system.
• Provide relevant worker information to customers as necessary.
• Promptly escalate any vendor delays, urgent issues, or concerns about workforce health within the prescribed timelines.
• Maintain clear communication with team leadership and stakeholders.
• Track and report worker-related issues following the established escalation process.
• Monitor workplace chat, Teams channels, and email continuously during shifts.
• Ensure all negative transaction entries have valid documented reasons.
• Maintain thorough records of all actions taken and regularly update operational systems.
• Update and verify worker availability in the system regularly, conducting monthly availability audits.
• Create Job Orders when none are available to meet operational needs.
• Maintain data accuracy across portals and systems to ensure dependable workforce information.

Skills and Requirements

• Proficient with basic computer applications and MS Excel.
• Strong ability to communicate clearly and coordinate tasks within a team setting.
• Adept at handling multiple tasks simultaneously while managing time effectively.
• Detail-oriented with a proactive approach to responsibilities.
• Flexibility to work shifts including weekends if necessary.