Resource Allocation Coordinator

About the role

The Resource Allocation Coordinator monitors work queues, coordinates technician and contractor resources and manages the scheduling and dispatch of service tickets so that service is delivered on time, accurately and efficiently, in line with client requirements and contractual Service Level Agreements (SLAs). The role optimizes workforce utilization, coordinates parts availability and delivery, resolves scheduling conflicts and handles escalations, working with Resource Allocation Specialists, field technicians, subcontractors, partners and clients.

Key responsibilities

• Monitor incoming work orders and service queues, and deploy internal technicians, independent contractors and partner resources by workload, availability, location and client needs; maintain next-day schedules where possible.
• Optimize technician utilization and routing using scheduling and routing systems, mapping tools and online sourcing platforms.
• Check service tickets against SLA commitments and ETAs, flag jobs at risk of delay and take corrective action; escalate scheduling challenges and resource shortages.
• Keep internal teams, clients and technicians informed of scheduling status, delays and rescheduling needs, and provide phone support to technicians, partners and contractors.
• Coordinate parts deliveries and transfers, and adjust schedules when parts, travel or technician availability affects service.
• Maintain accurate scheduling data in ERP systems and use scheduling tools, routing apps, mapping software, Outlook and Excel; monitor client work portals and sourcing platforms for additional work.

Required profile

• High school diploma or equivalent; previous work experience in a related field.
• Strong communication, organizational, time-management and multitasking skills, and strong problem-solving and decision-making skills.
• Ability to work independently and under pressure, with good attention to detail.
• Preferred: experience in telecommunications or technical field services, dispatching or scheduling, customer service, and knowledge of SLAs.

Required skills

• Proficiency in Microsoft Outlook and basic Microsoft Excel.
• Good computer skills with Windows-based applications and internet tools.
• Preferred: familiarity with mapping software, resource scheduling tools and workforce management systems, and knowledge of Cisco Finesse, telephone systems and call queues.