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Supports the development and organization of technical operations workforce management through operational reports and resource metrics. Provides forecasting recommendations based on current and historical data. Analyzes operational resource performance metrics by location and identifies opportunities for improvement. Effectively communicates complex concepts involving work order volumes and trends by location. Generates, maintains, and distributes queries and reports as directed by RSC leadership.
MAJOR DUTIES AND RESPONSIBILITIES Actively and consistently supports all efforts to simplify and enhance the customer experience.
Coordinates all quota moves with field supervisory staff and technical operations manager and ensures consistency of routing and work load allocation.
Generates and communicates to appropriate members of management Quota Reports, Move Reports and forecasted connect Activity (Days Out) based on demand, special projects and marketing forecasts.
Performs advanced level quota management functions by opening and closing quota when necessary.
Actively manages quota moves and allocation to efficiently utilize cancelled quota and proper allocation of workload and connect activity (Days out) across service centers and management areas.
Effectively manages and adjusts job points within the quota system, billing applications, and workforce tools attaining the optimal balance of customer convenience and field operational efficiency of appointment windows for installation, service, and special request time frames by reviewing and implementing manpower schedules.
Responsible for the administration of field operations scheduling and workforce management (e.g. Active Quota management).
Monitors Real Time Quota statistics, helping to ensure consistency in KMA operating windows and workload allocation.
Maintains and supports workforce staffing calendars and quota builds for technical operations functions across assigned market areas to include the coordination of technician schedule and vacation request, training, and other events that affect fulfillment resources
Proactively identifies short term and long term forecasting opportunities to improve operational efficiencies within the workforce management team and technical operations organization.
Provides staffing recommendations to management teams ensuring field resources are deployed effectively and customer expectations are met.
Responsible for creating and maintaining technician skill set.
Follows up with the appropriate supervisors on all unscheduled training, time off, or other instances that reflect poor planning or failure to plan that result in deviations in expected workforce availability; escalate repeat exceptions that can't be resolved through the supervisor to the RSC manager as needed to be resolved with the tech ops manager.
Assists with on-the-job training of Quota Planning for the department.
Performs other duties as assigned by supervisor.
Skills/Abilities and Knowledge
Ability to adhere to local and federal regulations and company policies
Ability to prioritize and organize effectively with a keen sense to detail
Ability to correlate data, use maps, in order to isolate problem location
Ability to effectively troubleshoot problems over the phone
Ability to motivate and lead others
Ability to work in a fast paced, high pressure, environment
Ability to multi-task using multiple software programs simultaneously
Ability to read, write and speak the English language to communicate with employees, customers, and suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner
Ability to use personal computer and software applications (i.e. word processing, spreadsheet, billing systems)
Ability to prioritize and organize effectively
Ability to read system maps and design
Ability to read general system layouts from blue prints
Ability to track / maintain records and data
Ability to use and understand all monitoring data and equipment available (Billing system, modem tools, status monitoring tools)
Ability to use telephone (e.g., Nextel) and all other communications devices
Ability to work seated for prolonged periods of time
Highly proficient in using Microsoft Office software applications (including Advanced MS Word, Excel, etc.)
Demonstrated exceptional ability to communicate clearly with customers while tactfully educating them on services and operation of equipment
Demonstrated exceptional ability to communicate professionally with customers, when responding to calls while troubleshooting in a manner that results in the resolution of a problem telephonically
Ability to work independently and follow directions related to your job with little follow-up by supervisor
Knowledge of basic mathematics
Knowledge of Charter Communications products and services
Requires adherence to Company Code of Business Conduct
Position must assist in maintaining the confidentiality of customer and business data at all times
High School Diploma or equivalent
Related Work Experience Number of Years
Dispatcher and/or customer service work experience 3
Network troubleshooting and surveillance experience beneficial 2
Working in a 24X7 support operations center 3
Experience with VoIP, ATM, HSD, and/or Digital Video 5
College-level course work in Algebra and Statistics or equivalent
Related Work Experience Number of Years
Field technician experience 3
Network troubleshooting and surveillance experience 2
Exposure to moderate noise levels
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