Principal Dispatcher

Colonial Group; Summersville (WV); On-site; USD 42,000 - 66,000; Full time

Job summary

Colonial Group is seeking a Dispatcher within the Operations Support Center. You will create, dispatch, and clear trouble reports for Shentel-related services, determine proper departments, and coordinate with technicians and management to ensure timely service work.

Responsibilities include daily contact with customers, network technicians, and management; analyzing reported troubles, assigning to appropriate teams, and provisioning customer premise equipment as needed.

Qualifications

• 5+ years of Communications/Customer Service experience.
• 5+ years of Telecommunications experience.
• 3+ years of Project Management/Capacity Coordination experience.
• 3+ years of workforce analytics experience in workforce or contact centers with 15+ employees preferred.
• 3 years of experience with Workforce Management software such as Commforce, Cisco, Genesys/i3, or Optimizer; lead or senior role preferred.

Responsibilities

• Maintain, evaluate, and create ad hoc reports on a ongoing basis.
• Learn new processes as technology changes and update OSC Handbook.
• Provide guidance and training to others and advise Supervisor on daily performance.
• Prepare daily/weekly reports on call stats, attendance, contract partner completion, and overall performance.
• Manage changes to scheduling for adequate daily resource coverage.
• Communicate with Management to ensure OSC compliance with standards.
• Use reporting/analytics for continuous improvement and scheduling efficiency.

Skills

Workforce Management

Route Optimization

Capacity Planning

Genesys/i3

Leadership

Education

High School Diploma

Associate’s degree

Tools

Commforce

Cisco

Genesys/i3

Optimizer

SmartSheet

Job description

Job Summary

This role will provide valued support in a team environment and work within the Operations Support Center. Additionally, this team will work with the Drop Coordinators in support of the in-house and any Shentel contract partner technicians. Each member will be competent with the basic scope of Dispatching and general operational field duties associated with multi-service telecommunications networks. Responsibilities include, but are not limited to, creating, dispatching, and clearing trouble reports for all companies of Shentel. Vital to determining the nature of the trouble and the proper department to handle them, Dispatchers will analyze all reported troubles and dispatch those troubles to the proper department for the necessary service work. These actions include daily contact with internal and external customers, Network Technicians, and Management regarding service orders, dispatching and clearing of troubles, and any service problems.

Job Responsibilities

• Maintains, evaluates, and/or creates ad hoc reports or reports on an ongoing basis.
• Learns new processes as technology and business needs change in order to update and maintain the OSC Handbook as necessary.
• This position provides guidance and training to others and gives input to the Supervisor regarding other employees’ daily performance.
• Prepares daily and weekly reports on call statistics, staff attendance, contract partner completion statistics, and overall performance.
• Manages changes to scheduling to ensure adequate daily resource coverage.
• Communicate with Management and Supervisors to ensure all of the OSC is in compliance with company standards.
• Use reporting and analytics for continuous improvement, including making recommendations to improve scheduling efficiency and call statistics.
• Collaborates with Management on identifying opportunities to further optimize the OSC workforce.
• Fills in for other positions as necessary, and may be tasked to perform support level functions, such as Capacity Planning or Drop Coordination within the department.
• Assures work queue processing across all Dispatch Business Types (Cable, Glo, and Beam) in all states or areas.
• Dispatches Technicians on troubles and orders, provides additional information to Technician as needed for troubleshooting.
• Provisions customer premise equipment (CPE).
• Assists Technicians when the customer experience or any field metric is in jeopardy due to system issues or limitations outside of the Technician’s control.
• Maintains effective contractor relationships through daily communication and leverages systems to support all lines of field operations.
• Ability to work rotating shifts, including evenings and weekends.

Qualification Requirements

• Education: High School Diploma required. Associate’s degree is preferred. Other candidates with strong workforce, operational, and technical backgrounds and/or telecommunications industry experience will be considered.
• Experience Level:
  • 5+ years of Communications/Customer Service experience required.
  • 5+ years of Telecommunications experience is required.
  • 3+ years of Project Management/Capacity Coordination experience required.
  • 3 years of experience with workforce analytics in workforce or contact centers with at least 15 employees is preferred.
  • 3 years of experience with Workforce Management software such as Commforce, Cisco, Genesys/i3, or Optimizer preferred. Must have had a Lead or SR role.

Job Skills & Knowledge

• Proficient with the Interactive Desktop and Quality applications in Genesys/i3.
• Highly skilled with SmartSheet applications.
• Highly skilled in the field work force scheduling system.
• Expert knowledge of Call Center Workforce Management.
• Expert in Route Optimization and Capacity planning.