WE’RE HIRING! | Experienced Operations Coordinator
Join a Trusted Ottawa Company with 48 Years of Excellence!
The purpose of this position is to plan and to execute the distribution of our labor force to ensure our clients are well served in the most efficient and profitable manner for the company.
Responsible for Scheduling and efficiency of Scheduling Office. Supervision of Administrative Assistant in Scheduling Office.
You are Responsible for:
Contracted Accounts:
- Clients are scheduled in accordance with our agreement with them and every effort is made to clean them when their regular cleaner is unavailable and when they are without a permanent cleaner assigned.
- The appropriate cleaner is matched to the needs of each client.
- Homes are well matched up on each cleaner’s schedule to ensure efficient, cost-effective travelling to and from homes.
- Homes are well matched up on each cleaner’s schedule to ensure that the cleaner can work 7 to 8 hours each day, according to the cleaner’s declaration of availability.
- Requests for a specific day of the week from a client are only to be considered if all the other criteria for quality, cost-effective service can be met.
- Cleaners with their own vehicles are expected to travel a radius of up to 15km from where they live. If they live outside our service area, their access point will be determined from the point they enter our service area.
- Employee holiday re-scheduling
- Statutory holiday re-scheduling.
Occasional and One-Time Accounts:
- Ensure that Received Orders are very detailed and clear as to Client’s expectations
- Ensure that the day and start time options are clear.
- Ensure that the crew chief or cleaning technician has clear written instructions regarding the job.
- Ensure cleaning technicians report any major concerns from the client or the crew chief about the result of the job, the job site conditions, or issues with assigned labor are brought to and discussed to the General Manager..
- You will assist in the sales and booking of one-time cleaning requests when required.
Dispatching of Cleaners without their own Vehicles:
- In Areas where parking is not feasible.
- Cleaners who bus to their regular accounts should be working in the same area for the entire day.
- Cleaners travelling by OC Transpo are expected to be able to spend up to 40 minutes under normal conditions bussing between accounts.
- Print out and advise cleaners regarding bus routes and transfers.
- It is the cleaner’s responsibility to get to their first account from their home and to get home from their last account. If their first home is on a suburban route they are to come to the office for the vehicle departure time, or to a designated pick-up point that is on the way to the suburban zone. The reverse is true for departing the zone at the end of the day.
- In extreme situations or for suburban fill ins (not their regular clients) arrange drive by office personnel or Uber as a last resort.
Dispatching of Cleaners with their own Vehicles:
- Cleaners with their own vehicles should be utilized in areas of the city where bussing is inefficient, wherever possible.
- Efficient scheduling to be made keeping the cleaner in the same area and not going back & forth across the area.
- Cleaners with their own vehicles are expected to travel a radius of up to 15 km. from where they live, or, if they live outside our service area (see our service area map on our public website), up to 15 km from the point where they normally enter our service area.
- Ensure that cleaners with their own vehicles have clear directions and maps outlining the most efficient routes for them to follow.
- From time to time, you will have to leave the office to take care of a drive yourself if no one else is available.
Quality Control
- You will set up and maintain a list of cleaners slated for home inspections, first cleans (new or old clients) supporting new cleaners as often as possible. Quality Control Visits etc will be carried out by Quality Control, Training & Administrative Assistant Communications
- Any major problems associated with the communication of your decisions (example: a cleaner refusing a cleaning assignment, in contravention to their contracted agreement), will be forwarded, with your knowledge, to the General Manager.
- You will assist with answering telephones in the office if the call is not picked up by the administration staff. In this role, you simply take details and pass information to the appropriate person, even if it is to you. You are to avoid discussing scheduling requests or concerns directly with clients or cleaners, whenever possible, without time to research.
Maintenance of Scheduling and Routing Records
- Recording of Work Orders will be maintained by the administrative assistant, as will all changes you make to the scheduling board.
- The board is the official live record and is to be maintained by yourself, and rolled first thing in the morning.
- All reports, schedules and work orders sent to field staff are to be checked by you to insure that they match your information on the board. When the 2-week schedules are produced, they are to be called from the board to the printed schedule by you and the A.A. as a double check for errors and / or omissions.
- You will be familiar with all the policies and procedures for data entry into Service Works in the event of any unavailability by an administrative assistant.
Care and Use of Company Vehicles; Cell Phones; Cleaning Equipment & Supplies
- Working with the General Manager you will develop and put in place policies and procedures regarding these concerns.
Issues in the Field with clients, cleaning technicians, damages, injury or scheduling:
- Responsible for documenting all damage claims, requesting photos, or broken item and give to General Manager. Call client and apologise for this accident and that the General Manager will contact them.
- Responsible for documenting all injury claims and arrange emergency assistance, and report to Assistant General Manager for WSIB reporting.
- After review (with assistance of General Manager if needed) of any scheduling issues resolve to the mutual agreement of all concerned.
- Responsible for taking information for any negative calls/e mail and forward to General Manager or Vice President to address. Confirm with client that you have taken notes and will forward to the General Manager who will contact them within 3-4 business days at most.
- Responsible for taking any calls or e mails pertaining to cancellations or LTS and pass on to Sales Representative or General Manager.
ANY OTHER RELATED DUTIES PERTAINING TO THE OPERATION OF THE SCHEDULING OFFICE, CLEANING TECHNICIANS AND CLIENTS.
Terms of Employment
- Hours of Work (Monday to Friday): 7:00 AM to 3:00 PM with one half hour off for lunch.
- Location: Operations Office and field as needed
Pay: $45,000.00-$50,000.00 per year
Benefits:
- Casual dress
- Company events
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care
Language:
Work Location: In person
