Posting Job Title: Supervisor, Workforce Management
Requisition #: 147528BR
Posting Location: Garden Grove, CA, US
Area of Interest: Engineering/Technical Operations
Position Type: Full Time
Posting Job Description
The Time Warner Cable West Region currently seeks a Supervisor for our Technical Support Center Department in our Garden Grove, CA office. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.
Provide leadership to the Quota and TSC System Administration teams as they maintain our appointment windows, workforce management systems, and support our technical operations teams in a dynamic work environment ensuring we meet our customer commitments.
Create a team that is viewed both internally and externally as a "Center of Excellence".
Essential Job Functions and Responsibilities:
Provides leadership, direction, counseling and feedback to direct reports in a timely manner to ensure employee performance improvement and development.Maintains installation and service windows according to market goals and ensures customer appointment times are met.
Schedules same day or next day customer appointments in accordance with established policies and procedures.
Actively seeks to improve the efficiency of routing, maximize capacity and increase overall efficiencies.Oversees the capacity planning for all field operations activities, including the building and updating of schedules / calendars for all work order types (e.g. long range needs analyses and planning as it relates to marketing campaigns, new product rollouts, etc.).
Ensures that field capacity is being accurately forecasted and adjusted to meet projected work volumes, changing business needs and customer expectations.
Works with vendors and acts as subject-matter expert to ensure maximum utilization of all workforce management and capacity planning tools.Compiles and mines data from a variety of sources to prepare, update, and create reports using standard product suites/packages; reporting regularly on long term resource/capacity plans, service level risks, contact volume forecasts and trends, staffing projections, accuracy and deviation of the forecast to actual, as well as action plans to close gaps.
Provides general support to internal and external customers; communicates and follows up with all impacted customers and field resources on network or routing issues.
Ensures ongoing and effective communication within the department and with other departments, through regularly scheduled meetings (weekly cross-departmental meetings with other supervisors, daily quick huddles with Manager and Directors, etc.)
Strong leadership skills and demonstrated ability to manage a diverse employee base. Ability to maintain performance of and develop key individual contributors within the team.
Proven analytical, written and oral communication skills.
Strong decision making skills.
Bachelor's degree (B.A.) from a four year college or university; or equivalent training, education and experience.
Preferred experience in a Technical Operations, Dispatch operations or other relevant position.
Must possess strong organizational and motivational skills including the ability to prioritize work; possess excellent written, verbal and interpersonal communication skills including the ability to interact with all levels of management, staff and the public; possess excellent customer service skills, strong leadership qualities and initiative; possess strong analytical skills, ability to create reports and track data. The ability to work effectively across organizational boundaries as needed to resolve complex issues.
Proficient in various software applications such as Windows, Excel, Outlook and Word.
Strong mathematical aptitude and statistical analysis skills.
Must have demonstrated ability to project a positive, professional company image, ability to promote positive customer relations and working relationships on a consistent basis and proven ability to provide a positive role model for the department.
Ability to understand and implement all TWC policies and procedures.
Travel requirements and frequency:
15% travel possible
Materials and Equipment used:
Standard Office Equipment (phone/copier/fax)
FCC Unit_TWC: 7532
Controlling Establishment ID: 00408 - Garden Grove Chapman Ave
More on TWC:
Time Warner Cable provides generous benefits. Health care and retirement benefits are significant portions of the total compensation package at TWC, and we invest more in those benefits than most employers. In addition, we offer tuition reimbursement, adoption assistance, competitive paid-time-off programs, work-life resources, and discounted pricing on TWC residential products and services for employees within our footprint. Our hope is that, by providing our employees with rich and flexible benefits, we can help them take care of the people who matter most – at work and at home.
Time Warner Cable is an Equal Opportunity Employer M/F/D/V.
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