Dispatcher, Operations (Part-Time)

JOB TITLE: Dispatcher, Operations (Part-Time)

DEPARTMENT: Security Operations

ORGANIZATION: Chicago Cubs

REPORTS TO: Supervisor, Joint Operations Center

FLSA STATUS: Nonexempt

COMPENSATION: New hire pay rate $19.00 per hour USD

BEING PART OF THE TEAM

Our business is a team sport that began on a field with baseballs and bats and has evolved into one of the most recognizable brands in sports and entertainment through Cubs baseball and live events. Our success is driven by our people, who work to create and inspire change in an engaging, collaborative and inclusive environment. As a team, we continue to build a culture on and off the field that delivers unforgettable experiences for one another, our fans and community. In support of that effort, we expect associates to work primarily in our office. Are you ready to be part of it?

OUR STORY

THE CHICAGO CUBS FRANCHISE The Chicago Cubs franchise, a charter member of Major League Baseball’s National League since 1876, has won the National League pennant 17 times and was the first team to win back-to-back World Series titles in the 1907 and 1908 seasons. In 2016, the Chicago Cubs made history again when the team won its first World Series in 108 years, ending the longest championship drought in North American sports. Known for its ivy-covered outfield walls, hand-operated scoreboard and famous Marquee, iconic Wrigley Field has been the home of the Chicago Cubs since 1916 and is the second oldest ballpark in Major League Baseball. In 2009, the Ricketts family assumed ownership of the Chicago Cubs and established three main goals for the organization: Win the World Series, Preserve and Improve Wrigley Field, and Be a Good Neighbor.

HOW YOU’LL CONTRIBUTE:

The dispatcher plays a vital role in operations and delivering best-in-class service to associates, tenants, contractors, vendors, and guests of the Wrigley Field Campus. This role will serve as the internal contact to report any issues or needs for both event and non-event days.

THE DAY-TO-DAY:

Primary Responsibilities (Event Days and Non-Event Days):

• Act as first point of contact for Cubs associates, tenants, contractors, vendors, and guests to report issues or needs and route information to appropriate function for response execution

• Intake all emergency and non-emergency reports via phone, radio, email, and other software platforms and certify intake includes all relevant information to ensure response and resources deployed are accurate and exhaustive

• Certify intake includes all relevant information to ensure response and resources deployed are accurate and exhaustive

• Monitor inbound information platforms and scan external resources for information pertinent to event activity

• Route information to appropriate function for response execution

• Identify deficiencies and opportunities and recommend improvements to relevant systems, process flows, and communication channels

Large-scale Event Day Responsibilities

• Coordinate frontline, supervisory, management, and third-party resource response to campus activity by processing, prioritizing, and communicating relevant needs and information through both adhering to defined protocols and using discretionary judgement

• Discern incoming information and be able to correctly follow protocols, handle issues, assign to appropriate functions as necessary, and escalate as needed

• Independently and reliably operate the weather and incident management systems to ensure task lists, maintenance requests, and incidents are recorded, assigned to proper function, completed, followed up on, escalated, and properly documented

• Understand all policies, procedures, mitigation tactics, and systems to facilitate response efforts

• Understand ballpark layout and staff posts to effectively communicate and deploy in an efficient and effective manner

• Ensure detailed reporting by emphasizing accurate, consistent, and complete information

• Read, interpret and respond to all messages from inbound guest text messaging platform promptly and professionally

• Build and maintain positive relationships with co-workers, employees, vendors, and guests using principles of exceptional customer service

WHAT YOU’LL BRING:

• Working knowledge of radio systems, incident management software, and video systems

• Demonstrated ability to proactively problem solve and be solutions-based

• Must be able to work nontraditional hours to include evenings, weekends and holidays as needed around events

• Active listener with professional communication skills

• Act independently and proactively without direct supervision

• Ability to work under pressure, exuding a mature demeanor while multi-tasking in a fast-paced environment with accuracy and consistency

• Ability to thrive in a team setting

• Experience with facility management software platforms

WHAT SETS YOU APART:

• Minimum 3 years of experience working in a Dispatch center within the last ten years or three years experience working within Chicago Cubs Operations

• Previous experience with an incident management software

• Experience with large-scale video camera systems