Responsible for coordinating efficient and timely customer installation and repair assignments. Drive efficient and effective assignment of all work order based tasks rendered to the Field fulfillment teams on day of service. Track and monitor type and frequency of issues that may require further individual or department training.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience
Assist in driving field technician productivity, time management and real-time job routing through utilization of workforce management software.
Monitor real-time performance and job completion of assigned field technicians, and backfill cancelled jobs when possible to ensure productive time is maximized throughout the day.
Ensure efficient and effective routing of each day's scheduled work to the appropriate field technician to insure we arrive on site within the time frame committed to the customer.
Continuously monitor and adjust work assignments to ensure optimum tech productivity through efficient routing in consideration of drive time while preserving on time arrival compliance.
Monitor use of ETA's by all field personnel and escalate all exceptions to the appropriate Supervisor for coaching; escalate repeat exceptions that can't be resolved through the supervisor to the manager as needed.
Optimize day of assignment of positive (new connect, reconnects, HSD, and phone connects) to in-house Technicians to drive maximum internal efficiency and improve capitalized labor position; may look ahead to next day routes to ensure next day routing efficiency and tech productivity.
Ensure that all routed Technicians achieve, on average, budgeted points of completed work per hour or a minimum of budgeted points of completed work each day. Lunch breaks and any other allowed breaks must be communicated by technicians to Dispatch and exceptions must be escalated to the appropriate Supervisor.
Follow 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 dispatch manager as needed to be resolved with the tech ops manager.
Troubleshoot and resolve issues by fixing the customers problem over the phone with the customer whenever possible to eliminate unnecessary truck rolls; escalate more technical issues beyond your expertise to the TSR.
Liaison with Dispatcher I and II as subject matter experts to mentor their growth and improve the end to end customer experience.
Provide positive influence and leadership within the Dispatch organization. This position is clearly intended to have a leadership component and requires one to be mindful of their behavior both in and out of the workplace while representing Charter Communications.
Skills/Abilities and Knowledge
Ability to analyze and interpret data
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to communicate with all levels of management and company personnel
Ability to handle multiple projects and tasks
Ability to maintain confidentiality
Ability to make decisions and solve problems while working under pressure
Ability to prioritize and organize effectively
Ability to show judgment and initiative and to accomplish job duties
Ability to use personal computer
Proficient in using Microsoft Office software applications (including MS Word, Excel, etc.)
Ability to work independently
Ability to work with others to resolve problems, handle requests or situations
Ability to use scheduling and workforce management software (e.g. Aspect eWorkforce Management's tracking module and Real Time Adherence Software)
Knowledge of cable television products and services
Flexibility with work schedule required (weekend, early morning, or night shift)
Education High School Diploma or equivalent work experience
Related Work Experience
2+ years Dispatch experience
Office environment with 24-hour service capabilites
A little about us:
Spectrum is the nation’s fastest growing TV, internet and voice company. We’re committed to integrating the highest quality service with superior entertainment and communications products.