Customer Service / Dispatcher

Operations Analyst

The Operations Analyst is responsible for monitoring operational activities, analyzing incoming customer calls and system data, identifying service interruptions, and coordinating response efforts. This role requires strong analytical capabilities, excellent communication skills, and the ability to make informed decisions in a fast-paced environment.

Duration: 12+ Months Pay Rate: $28/hr on W2 Location: Norfolk, VA (Fully Onsite) Schedule: Rotating Shift Work / 6-week schedule, including weekends and holidays as needed

Key Responsibilities

• Gather and analyze customer calls and multiple data sources to determine the location and cause of service interruptions.
• Coordinate and dispatch field personnel and response teams to address operational issues and emergency situations.
• Perform workforce callouts for service restoration, emergency response, planned overtime, and shift coverage.
• Monitor operational activities and ensure timely response to incidents.
• Develop and execute action plans based on data analysis and operational requirements.
• Maintain accurate records and documentation of operational activities.

Required Skills

• Ability to manage multiple tasks simultaneously while adapting to changing priorities.
• Strong decision-making skills and ability to perform effectively under pressure.
• Experience analyzing large data sets from multiple information sources and developing appropriate action plans.
• Strong customer service skills with experience supporting internal and external stakeholders.
• Prior dispatch experience in an operations center environment.

Preferred Qualifications

• Experience working in utility operations centers, emergency communications centers, dispatch centers, or similar operational environments.
• Hands-on experience in an operations center setting.

Soft Skills

• Excellent verbal and written communication skills.
• Ability to work independently and collaboratively within cross-functional teams.
• Strong organizational and problem-solving abilities.
• Ability to lead, collaborate, and contribute effectively in team environments.

Education Requirements

• High School Diploma or GED required.

Interview Process

• In-person interview.
• Behavioral-based interview questions utilizing the STAR (Situation, Task, Action, Result) methodology.

Founded in 2009, IntelliPro is a global leader in talent acquisition and HR solutions. Our commitment to delivering unparalleled service to clients, fostering employee growth, and building enduring partnerships sets us apart. We continue leading global talent solutions with a dynamic presence in over 160 countries, including the USA, China, Canada, Singapore, Japan, Philippines, UK, India, Netherlands, and the EU.

IntelliPro, a global leader connecting individuals with rewarding employment opportunities, is dedicated to understanding your career aspirations. As an Equal Opportunity Employer, IntelliPro values diversity and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or any other legally protected group status. Moreover, our Inclusivity Commitment emphasizes embracing candidates of all abilities and ensures that our hiring and interview processes accommodate the needs of all applicants.

Compensation: The pay offered to a successful candidate will be determined by various factors, including education, work experience, location, job responsibilities, certifications, and more. Additionally, IntelliPro provides a comprehensive benefits package, all subject to eligibility.