Lead - Broadband Dispatch

Altice USA; Greenville (NC); On-site; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking dedicated professionals to join their dynamic team. This role involves managing work routing and providing exceptional service to customers while supporting field operations. Ideal candidates will have strong communication skills, the ability to multitask, and a commitment to excellence. Join a company that values innovation and teamwork, where your contributions will help shape the future of connectivity. If you're ready to take the next step in your career, this opportunity is perfect for you!

Qualifications

• High school diploma or equivalent required.
• Proficiency with Windows-based computers and keyboarding skills.
• Experience mentoring dispatch staff.

Responsibilities

• Serve as a mentor to team members and provide support.
• Communicate effectively with Field Technicians and Supervisors.
• Adjust daily routes for technicians based on various factors.

Skills

Mentoring

Communication

Organizational Skills

Customer Service

Problem Solving

Multitasking

Education

High School Diploma or Equivalent

Tools

Windows-based Computers

Workforce Management Tools

Job description

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 seeking enthusiastic professionals to join our team. Connectivity is more than a luxury—it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means enabling progress and enhancing lives through reliable, high-speed connectivity solutions that keep the world connected. Our success is driven by our innovative products, commitment to our people, and the connections we foster in every community.

If you are resourceful, collaborative, team-oriented, and passionate about delivering excellence, Optimum is the company for you!

Job Summary

Under minimal supervision, perform complex tasks including quota management and routing. Responsible for relaying and recording the progress of scheduled work assigned to field operations. Work in a systems communication center, attending to multiple communication sources simultaneously.

Responsibilities

1. Serve as a mentor to team members, providing instruction, support, and direction.
2. Act as the first point of contact for Field Service and other business units regarding work routing.
3. Communicate effectively with Field Technicians, Contractors, and Supervisors to identify problems, root causes, and solutions.
4. Provide professional, courteous,, and accurate service to internal and external customers.
5. Demonstrate proficiency in areas such as adherence, collaboration, email communication, escalations, WFA tickets, workload management, and quota management.
6. Perform all work-related tasks, including reviewing pending orders, escalating issues, and resolving customer issues proactively.
7. Adjust daily routes for technicians considering travel time, service levels, technician skills, and productivity standards.
8. Distribute scheduled work orders to technicians based on system requirements.
9. Manage workload efficiently to meet customer needs.
10. Resolve or escalate dispatch challenges as needed.
11. Respond to customer service requests by prioritizing and dispatching service technicians.
12. Communicate with technicians in the field to monitor job completion, identify inefficiencies, and address late or unfinished jobs.
13. Assign or reassign jobs to meet customer commitments.
14. Verify scheduled appointments with customers and reschedule missed appointments.
15. Notify technicians of system outages or issues and maintain schedules and reports.
16. Provide customer assistance to resolve service problems and prevent unnecessary calls.
17. Perform other duties as assigned.
18. Manage duties in workforce management tools related to scheduling and routing.

Qualifications

• High school diploma or equivalent.
• Proficiency with Windows-based computers and keyboarding skills.
• Experience mentoring dispatch staff.
• Effective prioritization and organizational skills.
• Ability to multitask and work independently or in teams.
• Excellent interpersonal, communication, and conflict resolution skills.
• Focus on customer communication and sitting for extended periods.
• Self-motivated with flexibility to work evenings, weekends, holidays, and shifts as needed.
• Experience as Dispatcher II or equivalent.
• Ability to read, write, communicate orally, and use standard office equipment.
• Ability to lift up to 15 pounds.

At Optimum, our core pillars are: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. We foster a culture of responsibility, honesty, collaboration, continuous learning, and community engagement. Join us to be part of a team committed to excellence and innovation.

If you're driven to succeed and ready for an exciting career, seize this opportunity and join our team to shape the future of connectivity.

Note: Job descriptions and requirements are subject to change based on business needs.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, creed, national origin, religion, age, disability, sex, sexual orientation, gender identity, or protected veteran status. We provide reasonable accommodations upon request.

Optimum collects personal information for employment purposes, including background screening and HR administration. Applicants will never be asked to pay money as part of the application process. For more details, review our Fraud FAQ.