Senior Dispatcher & Workforce Optimization Lead

Colonial Group; Summersville (WV); Sur place; USD 42 000 - 66 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Workforce Management

Route Optimization

Capacity Planning

Genesys/i3

Leadership

Formation

High School Diploma

Associate’s degree

Outils

Commforce

Cisco

Genesys/i3

Optimizer

SmartSheet

Description du poste

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.