Workforce Technical Supervisor
Charter Communications - Town and Country, MO

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Responsible for assuring that the Workforce Management department maintains effective daily communications with Dispatch and field technical leadership to increase efficiencies and reduce customer service problems. Responsible for supervising the WF personnel in carrying out their duties ESSENTIAL FUNCTIONS OF THE POSITION Communicate with Dispatch and Field Operations Leadership as needed to maximize efficiencies and resolve issues Daily monitor of quota statistics Oversight of quota management .Maintain focuses on pending activity to provide a quality experience for customers. Develop and deliver daily, weekly and monthly analysis of data related to quota activity and field productivity for operational management personnel Participate and contribute to company initiatives regarding service delivery and fulfillment activities Support field operations to drive productivity. Suggest operational changes that may improve tech productivity as well as customer experience. Hire, train and evaluate Workforce personnel; oversee scheduling of workloads and instruct and assist WF Personnel as necessary Participate in labor forecasting Perform other duties as requested by supervisor PREFERRED QUALIFICATIONS A. Skills/Abilities and Knowledge Phone etiquette skills a must Ability to communicate orally and in writing in a clear and straightforward manner Ability to prioritize and organize effectively Ability to supervise and motivate others Ability to use personal computer and software applications (i.e. word processing, spreadsheet, cable billing software, etc) Knowledge of cable television products and services Knowledge of dispatching functions through use of a telephone, pagers, and mobile radio Experience utilizing automated workforce Management tools Preferred knowledge of the geographical areas to be serviced Mature judgment and the ability to direct efficiently the activities of a centralized dispatch function Proven track record of developing staff and maintaining a high standard of employee relations B. Education (level and type) High School Diploma or equivalent work experience NCTI Customer Service Course or equivalent NCTI System Overview or equivalent NCTI Technology for non technical personnel or equivalent SCTE Certification preferred C. Related Work Experience Number Of Years Dispatch or Customer Service experience 2-3 Workforce Administration Experience 2-3 WORKING CONDITIONS Office environment Exposure to moderate noise levels
        Primary Location

        US-Missouri-TOWN AND COUNTRY

        About this company
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        Charter Communications navigates the waters of US cable services. The cable system operator has about 5 million mostly-residential...