Job Summary:
The Resource Allocation Coordinator is responsible for monitoring work queues, coordinating technician and contractor resources, and managing the scheduling and dispatch of service tickets to ensure timely, accurate, and efficient service delivery in accordance with client requirements and contractual Service Level Agreements (SLAs).
The role involves optimizing workforce utilization, coordinating parts availability and delivery, resolving scheduling conflicts, and proactively managing escalations to minimize service delays and client impact. The coordinator works closely with Resource Allocation Specialists, field technicians, subcontractors, partners, and clients to maintain service quality, operational efficiency, and customer satisfaction while supporting the company's profitability objectives.
Key Responsibilities:
1. Resource Allocation and Scheduling
- Monitor incoming work orders and service queues to ensure timely prioritization, scheduling, and assignment.
- Coordinate the deployment of internal technicians, independent contractors, and partner resources according to workload, availability, location, and client requirements.
- Maintain next-day schedules wherever possible to minimize service disruptions and rescheduling.
- Optimize technician utilization and routing efficiency while balancing internal resources and external contractors.
- Use scheduling and routing systems, mapping tools, and online sourcing platforms to identify and allocate appropriate resources.
2. SLA and Work Queue Management
- Monitor service tickets against contractual SLA commitments and customer-required estimated arrival times (ETAs).
- Identify jobs at risk of delay, scheduling exceptions, resource constraints, and other operational issues.
- Take prompt corrective action to prevent missed appointments and SLA breaches.
- Escalate scheduling challenges and resource shortages through established procedures.
- Monitor vendor, international, and other priority work queues as required.
3. Communication and Coordination
- Provide timely updates to internal teams, clients, field technicians, and service partners regarding scheduling status, delays, and rescheduling requirements.
- Provide phone support to technicians, partners, contractors, and designated clients.
- Coordinate with Resource Allocation Specialists to achieve departmental service and operational objectives.
- Respond to contractor and partner inquiries and address flagged jobs or messages through relevant sourcing platforms.
4. Parts and Logistics Coordination
- Track technician locations and parts availability to support efficient service scheduling.
- Coordinate parts deliveries and transfers to meet customer appointments and SLA requirements.
- Adjust resource assignments and schedules when parts, travel, or technician availability may affect service delivery.
5. Systems and Administrative Support
- Maintain accurate scheduling information and ensure proper workflow through automated routing and enterprise resource planning (ERP) systems.
- Use scheduling tools, routing applications, mapping software, Microsoft Outlook, and Excel to support daily operations.
- Update resource availability, shift changes, and travel information to ensure accurate automated work assignments.
- Monitor client work portals and online sourcing platforms to identify additional work and improve technician utilization in lower-volume markets.
- Participate in company quality programs and follow established policies, procedures, and service standards.
- Perform other duties as assigned.
Required Qualifications:
- High school diploma or equivalent.
- Previous work experience in a related field.
- Strong verbal and written communication skills.
- Excellent organizational, time-management, and multitasking abilities.
- Strong problem-solving, analytical, and decision-making skills.
- Proficiency in Microsoft Outlook and basic Microsoft Excel.
- Good computer skills, including experience with Windows-based applications and internet tools.
- Ability to work independently while contributing effectively to a team.
- Strong attention to detail and the ability to manage multiple priorities in a fast-paced environment.
- Ability to work under pressure and respond effectively to changing operational requirements.
- Dependable, punctual, and committed to meeting company and client objectives.
Preferred Qualifications:
- Experience in telecommunications or technical field services.
- Previous dispatching, scheduling, or workforce coordination experience.
- Familiarity with mapping software, resource scheduling tools, and workforce management systems.
- Knowledge of Cisco Finesse, telephone systems, and call queues.
- Previous customer service experience.
- Understanding of contractual service commitments and SLA requirements.
- Education, training, or certifications beyond high school.
