Workforce Management And Provisioning Supervisor

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: