Broadband Dispatch & Workforce Scheduler

Armstrong Group; Ashland (OH); On-site; USD 28,000 - 39,000; Full time

Benefits offered by this job

Medical, dental, vision

401k

Paid time off

Holiday pay

Job summary

The Armstrong Group is seeking a Dispatcher to coordinate Broadband Technicians, manage capacity, and route work orders to ensure efficient, on-time service delivery.

You will be a super-user of our WFM tools, balance daily routes, monitor field activities, and communicate with customers and technicians. This role requires adaptability to shift work, evenings, and weekends, with a strong focus on reliability and teamwork.

Qualifications

• Broad knowledge of telecommunications and cable company operations.
• Excellent PC skills in Windows, HEAT, MS Office and AS/400.
• Strong organizational skills and ability to plan and distribute work in a dynamic environment.
• Effective verbal and written communication; ability to work evenings and weekends.

Responsibilities

• Coordinate technician workloads and auto-routing to optimize capacity and timely service.
• Serve as super-user for WFM tools (TOA, NOC Tools and similar).
• Balance daily Broadband Tech routes for quality and drive-time efficiency.
• Monitor routes and adjust assignments to meet customer commitments.
• Set outage statuses, notify teams, and use NOC tools for troubleshooting.
• Prioritize available work pools and assign shifts.
• Manage 24-hour response via on-call technician assignment.
• Provide customer service calls for scheduling, outages, and updates.
• Provide check-in support and create SRO orders.

Skills

Scheduling & dispatch

Communication skills

Shift work readiness

Team coordination

Telecom operations knowledge

Tools

HEAT

AS/400

MS Office

NOC Tools

TOA

Job description

The Armstrong Group is seeking a Dispatcher to coordinate Broadband Technicians, manage capacity, and route work orders to ensure efficient, on-time service delivery.

You will be a super-user of our WFM tools, balance daily routes, monitor field activities, and communicate with customers and technicians. This role requires adaptability to shift work, evenings, and weekends, with a strong focus on reliability and teamwork.