Role Summary The incumbent acts as the primary point of contact for Field Operations Technicians and as a liaison between or among customers, Field Operations, and internal business groups. He/she coordinates and monitors customer appointments to ensure a timely and excellent customer experience. Primary Responsibilities and Essential Functions   • Monitors technician status through mobile resource management tools to effectively manage arrival times and shift completion.   • Proactively monitors job pools and schedules, identifies unfilled time slots, overbooking, inefficiencies, cancellations, and rescheduled, late or unfinished jobs, and takes action to assign/reassign work to meet customer commitments.   • Ensures daily technician routes are operationally efficient (i.e., appropriate drive time, meet on-time guarantees, maximize productivity, alignment with employee skill sets), meet business rules/requirements, and maximize technician route efficiency to satisfy business needs.   • Recommends best practice process enhancements to leadership to improve customer experience, internal processes, and overall routing effectiveness.   • Interacts with internal and external customers to make adjustments for appointment scheduling and manages backfill of daily openings in technicians’ routes as needed.   • Interacts with vendor partner leadership to resolve day-to-day route issues.   • Interacts with vendor dispatch to resolve Route Support missed appointments and “go back” requests.   • Responds to questions and issues from various boundary partners related to ETAdirect.   • Anticipates obstacles that may interfere with work completion and identifies opportunities to address them.   • Proactively solicits feedback to ensure continuous improvement.   • Receives and coordinates same day (“Must Do” or sooner) and future appointment requests.   • Assesses the urgency of customer service needs (e.g., from customer service emergency calls) and escalates, as appropriate.   • Audits incomplete past due work orders and follows up to ensure that work orders are resolved (i.e., completed, cancelled, or rescheduled) and closed within specified guidelines.   • Responds to internal and external customer calls and contacts customers regarding appointment verification, rescheduling missed appointments, job move-ups and work order cancellations.   • Effectively uses error reporting mechanisms to provide leadership with feedback on work order accuracy.   • Notifies technicians of specific issues related to system outages or problems that may affect their work for the day.   • Identifies and communicates potential issues to technicians to ensure their safety in various conditions/situations.   • Communicates and collaborates with internal boundary partners in a timely manner to solve problems and ensure customer needs are met.   • When required, documents actions taken on each call in ICOMs, applies credit adjustments (e.g., credit for failure to meet on-time guarantee, trouble call charges, etc.) and balances accounts.   • Attends job-related training that may include: initial training, refresher training, product, service, and customer experience updates, and cross-training.   • Reads new or updated reference material/announcements pertaining to construction schedules, outages, promotions, programming changes, specials, policies, and other company business.   • Displays willingness to support, aid, and assist team members and others.   • Conveys ownership of and commitment to resolving customer problems.   • Presents a positive, professional image by demonstrating respect, building trust, and developing relationships with others Qualifications Minimum   • High School diploma, GED or relevant work experience   • 2 or more years of experience preferred in related field (i.e., Logistics, Call Routing, Workforce Management)   • Demonstrated experience in customer service environment   • Demonstrated experience in workforce management, call/job routing, logistics, problem-solving   • Prior experience in using mobile resource management tools   • Requires strong knowledge of ICOMS, Microsoft Word, Excel, Access, PowerPoint, WFA tools (ETAdirect preferred), GPS   • Excellent interpersonal, leadership, and collaborative skills to work effectively with teams throughout organization Preferred   • Associate’s or Bachelor’s degree in related discipline strongly desired (i.e., Business, Engineering, Electronics, etc.)   • Capacity planning experience preferred   • Demonstrated ability to think quickly, assess situations and act decisively   • Demonstrated ability to use good judgment when working with challenging situations   • Experience in telecommunications industry desired