Workforce Management (WFM) & Provisioning Supervisor
Bristol, VA

POSITION OBJECTIVE:

• Ensure the highest level of service for the department’s external and internal customers by working alongside other team members.
• Coordinate the overall department activities and role fulfillment.
• Contributing to the safety and well-being of all personnel by providing communications and coordination support
• Challenge team members to perform at the highest possible level.
• Ensure the goals of the business are accomplished through proper employment activities such as hiring, training, disciplinary action and termination in coordination with manager.
• Think strategically and evaluate options in the short, medium and long term.
• Cope in a technically complex and fast-changing environment, and to respond calmly and rationally to changing aspirations in a deadline-driven situation.
• Plan future projects and initiatives in accordance with company goals.
• Direct and inspire multidisciplinary teams and build successful relationships at all levels.
• Escalate issues as needed after careful evaluation and attempted resolution.

RESPONSIBILITIES:

• Regular coaching and training sessions with employees.
• Process improvement.
• Employee, team and department level performance metrics collection, analysis and compliance.
• Creation, modification and execution of the department policies and procedures.
• Ensure that new product and system documentation creation and training is accomplished for the department.
• Act as an externally-facing representative of the company to vendors, partners and wholesale clients.
• Contribute to budgetary planning for department and execution of capital and operational plans.
• Promote effective and efficient workforce management practices.
• Actively plan for, modify and communicate changes with workforce schedules, routes and resolution plans.
• Work alongside other WFM personnel to complete daily tasks. (Provisioning of new services for customers, scheduling of work, communicating with customers, communicating with other employees)
• Maintain excellent working relationship with all departments, city/county/state officials, and city/county/state emergency personnel.
• Assist field technicians with on-premise setup and troubleshooting.
• Assist other departments with troubleshooting issues within WFM software and systems.
• Stay abreast of new and emerging technologies related to the company’s services and networks.
• Other duties as assigned by management.    

Minimum of 5 years of service-provider experience in either telecommunications, video or broadband is required. Experience in computer science, information technology, data networking, in-bound contact centers, business management or related is required. Experience with fiber-to-the-premise and fixed-wireless networks is a plus.

WORKING CONDITIONS:

This position requires work indoors with the occasional need to travel. Work requiring lifting of up to 25lbs may also be necessary on occasion.

 BENEFITS:

• Medical (3 plans to choose from), Dental and Vision
• Short Term Disability
• Flexible Spending Accounts
• Company Paid Life as well as Voluntary policies
• 401(k) with generous company match
• Paid Time Off
• Share the Care Paid Time Off
• Paid Holidays
• Uniform/Boot allowance *Applicable by Position*
• Cell Phone Allowance *Applicable by Position*
• Career Progression Opportunities
• Discounted Broadband Services *Where Applicable*