Workforce Management Supervisor
3 weeks ago
As a Workforce Management Supervisor at Point Broadband, you will play a critical role in ensuring the highest level of service for our external and internal customers. You will coordinate department activities, role fulfillment, and contribute to the safety and well-being of all personnel. Your strategic thinking and ability to evaluate options in the short, medium, and long term will be essential in achieving business goals. You will also direct and inspire multidisciplinary teams, build successful relationships at all levels, and escalate issues as needed. If you have a strong background in telecommunications, video, or broadband, and experience in computer science, information technology, data networking, or related fields, we encourage you to apply.
Key Responsibilities:
- Regular coaching and training sessions with employees to improve performance and efficiency.
- Process improvement initiatives to enhance departmental operations.
- Collection, analysis, and compliance of employee, team, and department level performance metrics.
- Creation, modification, and execution of department policies and procedures.
- Ensuring new product and system documentation creation and training for the department.
- Representing the company externally to vendors, partners, and wholesale clients.
- Contributing to budgetary planning and execution of capital and operational plans.
- Promoting effective and efficient workforce management practices.
- Planning, modifying, and communicating changes with workforce schedules, routes, and resolution plans.
- Working alongside other WFM personnel to complete daily tasks, including provisioning of new services, scheduling of work, and communicating with customers and employees.
- Maintaining excellent working relationships with all departments, city/county/state officials, and city/county/state emergency personnel.
- Assisting field technicians with on-premise setup and troubleshooting.
- Assisting other departments with troubleshooting issues within WFM software and systems.
- Staying up-to-date with new and emerging technologies related to the company's services and networks.
An Associate or Bachelor degree in a related field is preferred. A minimum of 5 years of service-provider experience in telecommunications, video, or broadband is required, along with experience in computer science, information technology, data networking, in-bound contact centers, business management, or related fields. Experience with fiber-to-the-premise and fixed-wireless networks is a plus.
Benefits:
- Medical, Dental, and Vision plans.
- Short Term Disability.
- Flexible Spending Accounts.
- Company Paid Life and 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).
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