Director of Operations Workforce Management

2 months ago

Oklahoma City, Oklahoma, United States Bluepeak Full time

Description

Summary of Responsibilities: The Director of Operations Workforce Management is responsible for overseeing the allocation and distribution of manpower resources to meet service and installation delivery targets (SLA) as well as customer demands. Leading the Operations Workforce Management team evolution as the Bluepeak footprint grows.

Provide leadership, coordination and partnership with Operations Leaders, Contact Center, Sales, Field Workforce Management Team, Field Techs, Business Partners, and other team members to ensure timely and accurate management of activation and service availability while optimizing resource utilization.

What You Will Do:

  • Lead Quota Management supporting the monitoring of delivery quotas and targets set by management.
  • Manage Performance Monitoring, tracking key performance indicators (KPIs) such as quota availability, on-time rate, days to install and field efficiencies.
  • Lead development of Route Planning, collaborating with Field Workforce management team and field leaders to optimize field services and activation routes.
  • Identify areas of opportunities regarding headcount, service windows, sales installation, and activity trends to maximize efficiency in availability of resources and sales quota.
  • Serve as main contact between field operations, contact center and sales for effectively managing activation and service availability.
  • Collaborate with cross-functional teams and provide recommendations for People, Process and Technology improvements.
  • Generate reports, as well as identify trends and patterns to help improve business operations.
  • Evaluate training material for the purpose of improving training efforts that address identified training needs in accordance with Bluepeak objectives and guidelines.
  • Partnership with TOC (Triage Operations Team) to ensure impact correlation and reduction of unnecessary truck rolls.
  • Lead cross-functional initiatives aimed at improving operational processes, such as system integrations, process automation, new technology implementation or upgrades as needed.
  • Act as a key point of contact for internal and external stakeholders. Foster relationships, address concerns, and collaborate on cross-functional initiatives.
  • Act as a subject matter expert for assigned products, providing guidance and expertise to internal teams and stakeholders.
  • Work with the Network Operations and Product team to ensure that milestones are met for production support and special projects.

What You Will Need:

  • Bachelor's degree in related field or experience equivalent.
  • 7+ years' experience in field workforce management, Dispatch, Field Support
  • Experience managing geographically diverse teams in a fast-paced environment.
  • Strong understating of cable/fiber industry operations and processes
  • Entrepreneurial mindset with a focus on strategy and process improvement
  • Candidates must possess the ability to multitask, problem-solving, and clear-thinking abilities in a fast-paced and dynamic operational environment.
  • Demonstrated reliability, dependability, and self-motivation, with a willingness to learn and contribute to the success of the team.
  • Superior interpersonal skills with emphasis on conflict resolution, building relationships, and finding solutions to conflicting priorities.
  • Must be detail-oriented, enjoy working with complex projects, and have excellent multi-tasking skills.
  • Able to communicate complex ideas in a clear and concise manner to stakeholders at all levels.
  • Prolonged periods of sitting at a desk and working on a computer.
  • Regularly required to talk and hear.
  • Frequently required to sit, bend, reach, push, and pull.
  • Required to use hands, handle objects and paperwork.
  • Required to use close vision and be able to focus.
  • Required to refrain from personal use of technology during working hours.
  • Required to lift up to 5lbs at a given time.
  • Must have reliable transportation.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR c)


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