Optimum Supervisor, Dispatch
4 weeks ago
As a Dispatch Operations Supervisor at Optimum, you will be responsible for leading a team of Dispatch Operations Representatives to ensure the performance and quality of service delivery. Your key objectives will include ensuring productivity, quality, and customer satisfaction goals are met, and that company policies and procedures are executed effectively.
You will coordinate customer contact activities with Field Operations, customer Service, Billing, and collections staff and supervisors. Your daily, weekly, and monthly activities will be evaluated to develop a strategy to execute and obtain optimal Field Operations workforce deployment.
This includes Adherence and Availability, Incoming call Management, Technician Workload Management, Escalation Management, Remedy Compliance, and Routing. Your team's output will drive continuous efficiencies through workforce management, reducing truck rolls and on-site customer engagement, and providing inbound support to Field Service Technicians.
Responsibilities- Manage a team of Dispatch Operations Representatives, overseeing daily routing for all work orders to maximize efficiencies and productivity in the field.
- Monitor performance and provide feedback to ensure dispatch and customer satisfaction goals are met, reviewing and analyzing reports regarding team performance.
- Conduct remote and desk-side monitoring to ensure quality service and customer satisfaction goals, conducting Quality Control monitoring for all departmental processes.
- Develop, manage, and implement development plans to ensure performance improvement and exceptional service delivery.
- Manage compliance, departmental workflow, including efficient scheduling and adjustment of staff to meet peak service times.
- Provide training, coaching, and recognition to ensure employees meet or exceed department standards for productivity, quality, and internal customer service.
- Handle escalated customer concerns, maintain composure, and resolve difficult situations, following up to ensure positive resolution.
- Retain customer loyalty by exercising effective and efficient service recovery actions to resolve external customer complaints.
- Communicate and develop relationships with other departments, creating and analyzing reports for tracking and trending of dispatch performance.
- Review and analyze reports regarding team performance, including quality, productivity, overtime, and schedule adherence to achieve departmental budgetary requirements.
- Manage projects key to the success and growth of the department, participating in special projects and performing other duties as assigned.
- Bachelor's Degree in Business or equivalent work experience with previous work experience in a fast-paced, performance-measured environment while managing multiple functions.
- Previous supervisory and/or high-performing Dispatch Operations Lead Representative experience, consistently meeting all performance and quality standards for a minimum of three years.
- Excellent leadership skills with excellent interpersonal skills focused on rapport building, active listening, and conflict resolution skills.
- Proficient knowledge of technology and software applications applicable to this function, strongly preferred.
- Ability to handle customer service calls and effectively resolve complaints.
- Proficient knowledge of MS Office Suite.
- Excellent analytical problem-solving and conflict resolution skills.
- Able to prioritize work activities and manage staff to achieve specific goals.
- Requires flexibility to work evenings, weekends, holidays, overtime, and changes in shift depending on the needs of the business.
- Excellent interpersonal skills with an emphasis on building rapport, listening, questioning, conflict resolution, and the ability to communicate in group settings.
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