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    Workforce Management and Provisioning Supervisor - Bristol, United States - Point Broadband

    Point Broadband
    Point Broadband Bristol, United States

    1 week ago

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    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*
    Point Broadband is an equal opportunity employer. For further information, please visit:
    EEO is the Law Poster | U.S. Equal Employment Opportunity Commission
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