Workforce Management Coordinator

7 days ago


Chicopee, Massachusetts, United States Gateway Fiber Full time
Job Summary

We are seeking a detail-oriented Workforce Management Coordinator to join our team at Gateway Fiber. In this role, you will be responsible for creating and managing technician schedules to ensure adequate coverage, ultimately enhancing customer satisfaction.

Key Responsibilities
  • Manage technician routes and schedules to optimize technician utilization.
  • Maintain technician schedules, skills, and availability.
  • Monitor technician routes, including arrival time, cancellations, and additional emergency work requests, and make schedule adjustments when necessary.
  • Liaise with Field Operations leadership to communicate schedule changes, address concerns, and provide guidance on workforce management policies and procedures.
  • Dispatch "No-Light" orders for same day service calls.
  • Work within our Billing and Routing systems, continuing learning and growth with our application.
Requirements
  • Excellent attention to detail and organizational skills.
  • Proficiency in using ticketing systems and software for data entry and tracking.
  • Strong communication skills to collaborate effectively with internal teams.
  • Ability to prioritize tasks and work efficiently in a fast-paced environment.
  • Basic knowledge of telecommunications and activation processes is a plus.
  • Proficiency in MS Office Suite (Word, Excel, Outlook) for data analysis and reporting.
  • High school diploma or equivalent.
What We Offer
  • Competitive salary and comprehensive benefits (medical, dental, vision, paid time-off, flexible environment).
  • Locally owned, friendly, innovative company with high growth projections.
  • Career development opportunities.
  • A chance to learn skills and participate in critical projects in all areas of the business.


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