Manager of Dispatch

Altice USA
United States, North Carolina, Greenville
Dec 23, 2024
Optimum Are you looking to Optimize your life? Start your exciting path to a rewarding career today! We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore - it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community. If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you! We areOptimum! Job Summary The Dispatch Manager is a key member of the Dispatch team reporting directly to the Sr Manager of Dispatch Operations. The incumbent is accountable for day-to-day activities associated with daily quota and routing and intra-day activity for over 1,400 Field Service Technicians 365 days a year. Works closely with various departments across the organization including Field Service, OSP, AUS Sales, Contact Centers, etc. to achieve operational objectives. Implement best practices and utilize technology to drive Dispatch & technician productivity and efficiencies that result in a superior customer experience. Managing workload forecasting by collaborating with ATS and AUS to ensure sufficient staffing to meet demand for Installs and Service Visits. Subject matter expert of Oracle Field Service Cloud to optimize technician performance to attain efficiency goals for routing, maximizing productivity, on-time performance and other KPI's. Establishes and maintains communication channels regarding events impacting workload. Communicate and adjust workforce requirements based on weather conditions, employee events, sales campaigns and seasonal variations. Lead and maintain a high performing team that is motivated to achieve business goals. Responsibilities Directly supervise three or more Supervisors, including multiple functions, ensuring all key performance indicators are met or exceeded. Carries out management responsibilities in accordance with the organization policies and applicable laws. Implement and monitor departmental policies, procedures and performance. Manage the operations of the dispatch group that supports field personnel in installation and service to residential and commercial customers. Works to leverage tools and software to optimize performance for dispatch operations. Responsibilities also include interviewing, hiring, training, planning, staffing, appraising performance, rewarding and disciplining employees, directing work and addressing complaints and resolving problems. Manage the following areas of responsibility: Adherence and Availability, Incoming Call Management, ETA Go Back, OFSC and Technician Intraday Workload Management. Prepare, analyze and present administrative reports to management that measure and evaluate process effectiveness and key performance indicator results for individual teams and or the entire department. Interface with external and internal groups concerning escalations. Manage various projects, continuous improvement programs and tasks, ensuring due dates are met or exceed. Report data in a way that speaks to all levels of the organization. Modeling and forecasting of Field Operations resources based on trends and the AUS Demand Plans to ensure ATS archives SLA's. Limited travel required. Qualifications Bachelor's degree or equivalent preferred Minimum of 3 years supervisory experience working in a multi-faceted dispatch / field operations environment. Must be able to work in a fast paced environment and have the ability to make decisions quickly. Proven ability to plan, lead, organize and control in a dynamic work environment. Strong interpersonal and collaboration skills. Strong documentation and presentation skills. Executive level communication skills. Lead by example, demonstrating the highest ethical standards and personal integrity Ability to periodically work weekends and during significant weather events to support storm preparation and restoration efforts; be available for Operations Support 24x7 Excellent math and analytical skills. Proficient knowledge of Microsoft Office applications with an emphasis on Excel, Power Point and WORD. Working knowledge of Amdocs billing system, capacity planning tools, Field Service Mobility (FSM), Oracle Field Service Cloud, Click, QRM, QCM, etc. Ability to set priorities and manage multiple projects. At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey. If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity. All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company's discretion based on business necessity. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, national origin, religion, age, disability, sex, sexual orientation, gender identity or protected veteran status, or any other basis protected by applicable federal, state, or local law. The Company provides reasonable accommodations upon request in accordance with applicable requirements. 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