Telecaller

Role Overview:

• Manage day-to-day operations of the Dispatch, including calls, emails and scheduling support for Canadian client.

• Provide 24/7 back-office support from India to ensure continuous operational coverage

• Facilitate timely dispatch and real-time monitoring of field staff across various locations in Canada

• Ensure smooth, accurate, and uninterrupted service delivery through efficient coordination

• Support service-level objectives by maintaining strong communication and operational oversight

• Work closely with client-facing teams to align dispatch operations with service expectations

Dispatcher’s Responsibilities:

• Dispatch & Scheduling Support: Manage and coordinate dispatch centre operations, ensuring timely and effective scheduling of field staff in alignment with service requirements across Canadian client sites.

• 24/7 Back-Office Operations: Provide continuous support from India to monitor and assist field operations, enabling real-time communication and problem-solving.

• Customer Service: Deliver professional, courteous, and efficient customer service. Respond promptly to inquiries with accurate information and maintain high service standards.

• Communication & Coordination: Route relevant information to internal departments and external locations via Action Requests. Maintain proactive communication to support operational continuity.

• Operational Knowledge: Continuously develop and maintain a comprehensive understanding of Glen Group’s operations, services, and protocols.

• Prioritization & Accuracy: Handle multiple tasks and job duties by priority, ensuring timely and accurate execution with a focus on quality and compliance.

• Policy Compliance: Ensure all verbal and written communications adhere to company policies and procedures, and are factually accurate.

• Information Management: Stay updated with internal communications including emails, memos, SOPs, and team meetings to ensure alignment with company protocols.

• Professional Telephone Etiquette: Manage high call volumes and difficult customer interactions with sensitivity, tact, and sound judgment.

• Confidentiality & Integrity: Uphold strict confidentiality concerning sensitive information related to clients, employees, and company operations. Handle investigations and sensitive matters with discretion, fairness, and professionalism.

• Health & Safety Compliance: Work in accordance with all applicable health and safety laws and company safety practices to ensure a safe working environment.

Requirements:

• Minimum 2 years of experience in customer support or a similar role (Required)

• Proficient in spoken and written English (Required)

• Strong organizational, communication, and multitasking skills on system.

• Ability to work in rotational shifts.

Weekly Rotational Shifts – IST: (Which is mandatory)

• Morning Shift: 05:30 AM – 01:30 PM

• Afternoon Shift: 01:30 PM – 09:30 PM

• Graveyard Shift: 09:30 PM – 05:30 AM

• It is a Full Time Customer Support / TeleCaller job for candidates with 2 - 6 years of experience.