Senior Scheduling & Dispatch Specialist

Discover your 100% YOU with MicroSourcing!

Position: Senior Scheduling & Dispatch Specialist

Work setup: Hybrid | Night shift

Location: Eastwood, Quezon City

Why join MicroSourcing?

You'll have:

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses

• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.

• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.

• Career Growth: Take advantage of opportunities for continuous learning and career advancement.

• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your role:

The Senior Scheduling & Dispatch Specialist will provide dedicated offshore support to ChefTek's US Dispatch Team, helping manage the day-to-day scheduling and coordination of field service technicians across customer locations.

This is a senior-level operational role, requiring strong judgment, organisation, communication, and the ability to make real-time scheduling decisions in a fast-paced field-service environment.

The successful candidate will act as an extension of ChefTek's US dispatch operation—helping ensure the right technician is assigned to the right job at the right time, while responding quickly to schedule changes, emergencies, technician availability, customer requirements, and other operational priorities.

The role is particularly suited to an experienced scheduler, dispatcher, service coordinator, or field-service operations professional who is comfortable managing competing priorities and making decisions without constant supervision.

Key Responsibilities

1. Scheduling & Dispatch Management

• Manage daily technician schedules and service appointments across ChefTek's service territory.

• Assign and reassign service calls based on technician availability, location, skill set, workload, and job requirements.

• Optimise technician schedules to improve utilisation, response times, and route efficiency.

• Monitor the dispatch schedule throughout the day and proactively identify potential gaps, delays, or conflicts.

• Coordinate emergency and priority service requests and ensure they are appropriately escalated and dispatched.

• Make real-time scheduling adjustments when technicians become unavailable, jobs run longer than expected, or customer priorities change.

• Support the US Dispatch Team in maintaining accurate and efficient service coverage.

2. Real-Time Field Coordination

• Maintain regular communication with field technicians regarding assignments, schedule changes, job status, and customer requirements.

• Track technician progress and proactively address delays or scheduling risks.

• Coordinate job reassignment when required to maintain service commitments.

• Ensure technicians have the necessary job information before travelling to customer locations.

• Escalate operational issues that may impact customer commitments, technician productivity, or service levels.

3. Customer & Internal Coordination

• Coordinate with customers regarding appointment windows, schedule changes, delays, and service updates as required.

• Work closely with dispatchers, service managers, technicians, and administrative teams.

• Maintain clear and professional communication across multiple stakeholders.

• Handle scheduling-related issues calmly and professionally, particularly during high-volume or emergency situations.

• Support the US team in delivering a consistent, responsive customer experience.

4. Work Order & Schedule Administration

• Maintain accurate scheduling and dispatch records.

• Review work orders for completeness and ensure relevant information is available for dispatch.

• Update job status, appointment information, technician assignments, and other operational details in the applicable systems.

• Monitor outstanding and rescheduled work orders and ensure appropriate follow-up.

• Identify recurring scheduling issues and recommend process improvements.

5. Operational Problem-Solving

• Act as a point of escalation for complex scheduling and dispatch situations.

• Evaluate competing priorities and determine the most appropriate course of action.

• Anticipate operational bottlenecks before they affect customers or technicians.

• Recommend improvements to scheduling processes, dispatch workflows, and resource utilisation.

• Support continuous improvement initiatives within the dispatch function.

Senior-Level Expectations

This position is not purely administrative. The successful candidate should be capable of independently managing a significant portion of the scheduling workflow and making sound operational decisions within established ChefTek processes.

The individual should be able to:

• Prioritise urgent versus routine service requirements.

• Make scheduling decisions based on multiple operational variables.

• Manage several technicians and service calls simultaneously.

• Respond quickly when the original schedule changes.

• Recognise potential service failures before they occur.

• Escalate appropriately when an issue requires US management intervention.

• Work independently while maintaining strong communication with the US Dispatch Team.

• Serve as a reliable extension of the ChefTek operation.

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About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

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