Voice Process- Route Specialist

Job Description for Voice Process - Route Specialist
Job Summary:
The Route Specialist is responsible for managing the daily activities necessary to create and maintain
routes that are efficient for the scheduled day, require minimal technical intervention, minimize costs to
the business, and ensure promises to the customers are kept.
Key Responsibilities:
• Creates service orders (add-ons, corrections)
• Manages excess capacity (find jobs in Service Power)
• Manages unplanned unavailability due to Technician absenteeism (Manage tech Check Ins)
• Manages unresourced tray and Routing exceptions in same day and future days
• Creates and maintains routes, taking into consideration District parameters, system logic, and
Technician work-life balance
• Monitors route status, and notifies both the Dispatch Manager and Territory Manager of any
route status irregularities or unusual requests by Technicians to ensure timely service delivery to
the customer
• Uses system tools to evaluate route solution efficiency and predict impacts to the business and
customers
• Communicates with Routing team, Technicians, customers, Support departments, management
changes or any issues that might affect timely delivery to the customer (using email, chats, phones,
smart sheets)
• Evaluates required capacity and scheduled capacity for the route being created, and works with
District to close the gap
• Evaluates and assigns orders with special requirements
• Monitors and block routes to match available technical capacity for the day, filling free time and
reducing overtime
• Manages Booking Failures for future dates
• Manages the pace of the technicians throughout the day (call balancing)
• For PM Shift only, they work on Pre-Screener, Call Statuses, making sure all techs end their day,
work routes for next day
• Performs other duties as assigned
• Deliver a consistent and professional experience in every interaction
• Handle inbound and/or outbound calls professionally
Eligibility / Qualifications:
• Candidate should be a graduate
• Candidates must possess a minimum of 1 year of international calling experience is mandatory.
• Excellent verbal & written communication skills
• Neutral accent with strong comprehension skills
• Willingness to work in night shifts