Job Description

AFL is a leader in the infrastructure landscape, delivering engineering, construction, and field services for critical infrastructure providers across Canada and the U.S. Our highly skilled and experienced professionals design, build, connect, and maintain the critical systems and networks that power modern communities and industries — keeping people, businesses, and services seamlessly connected. ​From our roots in telecommunications, where we are recognized as trusted experts with a proven track record of delivering large-scale, end-to-end, high-impact projects for Canada's largest telecommunications providers, to servicing and maintaining water and power meter systems, AFL Network Services ensures critical infrastructure and systems are expertly deployed and maintained. ​

Are you ready to take your career to the next level with a leading company in the telecommunications industry? America Fujikura Limited (AFL) is on the hunt for dynamic, customer-focused Dispatcher/Scheduler to join our Canadian Operations.

Location Calgary

What You'll Do:

Under the direction of the Dispatch Manager, the Dispatcher/Scheduler is responsible for dispatching field-based technicians professionally, efficiently, and with a high degree of quality.

In addition, the incumbent handles calls and emails from AFL’s clients’ dispatchers, clients, and technicians to facilitate the efficient completion of work and satisfy customer requirements.

Responsibilities

• Dispatch field technicians upon customer request (per Service Level Agreement).
• Ensure all calls and emails are addressed and all appointments are completed daily.
• Monitor daily workload in assigned geographical areas to ensure customers’ requirements are met.
• Assess daily workload and determine if any adjustments to the location of on shift techs is required, including contacting technicians to update any changes or to assist with additional work to cover absent techs or high work volume.
• Handle inbound and outbound calls with clients, customers, and technicians while ensuring an exceptional customer service experience with every interaction.
• Manage and respond to a high volume of email requests from clients and field personnel. Prepare quality‑assurance reports for internal stakeholders to support operational accuracy and continuous improvement
• Help build and maintain positive relations within the team.
• Protect organizations’ values by keeping information confidential.
• Perform other administrative and miscellaneous duties as requested, directed, or assigned.
• Adhere to and promote the environmental, health & safety policies of AFL.

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, adapt to various situations, and prioritize 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.

What we are looking for:

• 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

• This position is based out of either our Calgary office or the Surrey office Training for the first 3 weeks will be in office, then transitions to remote schedule after successful completion of the training. period.
• Shift work including 4x10 shift schedules and start times may vary; including starting as early as 6:0AM until 4:00PM, or 10:00PM to 8:00PM (10 hour working shifts), Wednesday to Saturday and, Sunday to Wednesday, shifts may change in the future based on business needs.

Why AFL? AFL is a global leader in the telecommunications industry, providing cutting-edge network technology and solutions to customers around the world. At AFL, we’re committed to diversity and inclusion, recognizing that our team members’ unique contributions help us provide superior service and create better solutions. We provide best-in-class training to ensure you have everything you need to succeed and grow.

Additional Perks:

• Hourly wage + up to 4% RRSP matching contribution.
• Paid annual vacation.
• Access to medical, dental, vision and health and extended health
• Access to EFAP (Employe Family Assistance Program)
• Annual merit increases
• Excellent on the job training and professional development opportunities
• A supportive and diverse team environment
• Opportunity to work in a dynamic, rapidly changing industry.

Ready to Join Us? If you’re passionate about customer service, technology, and telecommunications, we want to hear from you! AFL 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.

We welcome diversity and encourage individuals of all backgrounds to apply!

We provide reasonable accommodations for individuals with disabilities. If you need accommodations during the application process, contact NS-Recruitment@AFLGlobal.com. We are an equal opportunity employer and value diversity, not discriminating based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability.