Supervisor, Workforce Mgmt & Provisioning
Summary
Title: | Supervisor, Workforce Mgmt & Provisioning |
---|---|
ID: | 2560 |
Department: | Corporate Workforce Management |
Location: | Bristol, VA |
Description
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.
EDUCATION:
Associate or Bachelor degree in a related field is preferred.
EXPERIENCE:
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*
EEO is the Law Poster | U.S. Equal Employment Opportunity Commission