Telecom Dispatcher: Route Optimization & Scheduling

Armstrong; Ashland (OH); On-site; USD 25,000 - 39,000; Full time

Benefits offered by this job

Competitive pay

Benefits package

Paid time off

Job summary

Armstrong Group in Ashland, Ohio seeks a Dispatcher to coordinate Broadband Technicians and daily work-order activity. You will manage capacity, route orders, and adjust technician schedules to meet customer commitments.

You will serve as a super-user of WFM tools and related software, monitor routes, prevent outages, and support field staff with timely communications. This role requires flexibility for evenings and weekends and strong problem solving.

Qualifications

• Broad telecom knowledge and cable company operations experience.
• Excellent PC skills: Windows, HEAT, MS Office and AS/400.
• Strong organizational skills with ability to plan and distribute work in a dynamic environment.
• Effective verbal and written communication abilities.
• Willingness to perform shift work including evenings and weekends.

Responsibilities

• Capacity management: configure workload in auto-routing and support capacity loading.
• WFM Tool expert: serve as a super-user of workforce tools (TOA, NOC Tools).
• Routing: balance daily Broadband Tech routes for drive time and on-time arrivals.
• Monitor routes and adjust assignments to meet customer commitments.
• Screen outages and coordinate with teams, use NOC tools for troubleshooting.
• Schedule filling: prioritize available unscheduled work and assign to shifts.
• Prioritize service-out/24-hour response tickets and on-call scheduling.
• Customer service: call customers for outage resolution updates and scheduling requests.
• Administrative support: check-in, SRO order creation, and related tasks.

Skills

Telecom knowledge

Organizational skills

Communication skills

Windows

AS/400

Tools

HEAT

NOC Tools

TOA

Job description

Armstrong Group in Ashland, Ohio seeks a Dispatcher to coordinate Broadband Technicians and daily work-order activity. You will manage capacity, route orders, and adjust technician schedules to meet customer commitments.

You will serve as a super-user of WFM tools and related software, monitor routes, prevent outages, and support field staff with timely communications. This role requires flexibility for evenings and weekends and strong problem solving.