Workforce Management Technical Coord

  • Location
    Birmingham, Alabama
  • Job type
    Contract/Temporary
  • Category
    Office, Clerical & Administrative - Employee Services

Adecco is currently assisting a local client in their search to fill an exciting Workforce Management Technical Coordinator role in Vestavia Hills, AL! Apply now if you meet the qualifications listed below!

Pay: $14.85 per hour
Duration: 3 Month Contract
Location: Vestavia Hills, AL 35216

JOB SUMMARY
Responsible for coordinating efficient and timely customer installation and repair assignments. Drive efficient and effective assignment of all work order based tasks rendered to the Field fulfillment teams on day of service. Track and monitor type and frequency of issues that may require further individual or department training.

MAJOR DUTIES AND RESPONSIBILITIES



Actively and consistently support all efforts to simplify and enhance the customer experience
Assist in driving field technician productivity, time management and real-time job routing through utilization of workforce management software.
Monitor real-time performance and job completion of assigned field technicians, and backfill cancelled jobs when possible to ensure productive time is maximized throughout the day.
Ensure efficient and effective routing of each day's scheduled work to the appropriate field technician to insure we arrive on site within the time frame committed to the customer.
Continuously monitor and adjust work assignments to ensure optimum tech productivity through efficient routing in consideration of drive time while preserving on time arrival compliance.
Monitor use of ETA's by all field personnel and escalate all exceptions to the appropriate Supervisor for coaching; escalate repeat exceptions that can't be resolved through the supervisor to the manager as needed.
Optimize day of assignment of positive (new connect, reconnects, HSD, and phone connects) to in-house Technicians to drive maximum internal efficiency and improve capitalized labor position; may look ahead to next day routes to ensure next day routing efficiency and tech productivity.
Ensure that all routed Technicians achieve, on average, budgeted points of completed work per hour or a minimum of budgeted points of completed work each day. Lunch breaks and any other allowed breaks must be communicated by technicians to Dispatch and exceptions must be escalated to the appropriate Supervisor.
Follow up with the appropriate supervisors on all unscheduled training, time off, or other instances that reflect poor planning or failure to plan that result in deviations in expected workforce availability; escalate repeat exceptions that can't be resolved through the supervisor to the dispatch manager as needed to be resolved with the tech ops manager.
Troubleshoot and resolve issues by fixing the customers problem over the phone with the customer whenever possible to eliminate unnecessary truck rolls; escalate more technical issues beyond your expertise to the TSR.
Liaison with Dispatcher I and II as subject matter experts to mentor their growth and improve the end to end customer experience.
Provide positive influence and leadership within the Dispatch organization. This position is clearly intended to have a leadership component and requires one to be mindful of their behavior both in and out of the workplace while representing client.


REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to analyze and interpret data
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to communicate with all levels of management and company personnel
Ability to handle multiple projects and tasks
Ability to maintain confidentiality
Ability to make decisions and solve problems while working under pressure
Ability to prioritize and organize effectively
Ability to show judgment and initiative and to accomplish job duties
Ability to use personal computer
Proficient in using Microsoft Office software applications (including MS Word, Excel, etc.)
Ability to work independently
Ability to work with others to resolve problems, handle requests or situations
Ability to use scheduling and workforce management software (e.g. Aspect eWorkforce Management´s tracking module and Real Time Adherence Software)
Knowledge of cable television products and services
Flexibility with work schedule required (weekend, early morning, or night shift)

Education High School Diploma
Related Work Experience
2+ years Dispatch experience

WORKING CONDITIONS
Office environment with 24-hour service capabilities

Shift Start/End Time:
HOURS:

How to Apply: Click on “Apply Now” to be considered for this position or any other opportunities with Adecco.

IMPORTANT: This position is being recruited for by Adecco’s National Recruitment Center, not your local Adecco Branch Office. To be considered for this position, you must use the “apply now” button to submit your resume. If you have questions about the position, you may contact the recruiter recruiting for this position listed above. For other opportunities available at Adecco go to www.adeccousa.com.

If you have any questions surrounding the application process, please feel free to reach out to: Arielle Thurston; 631-844-4993; Arielle.thurston@adeccona.com.

The Adecco Group is a global leader in HR services. Our group connects over 700,000 associates with our business clients each day through our 6,600 offices in over 70 countries and territories around the world. We offer employment opportunities at any stage in your professional career. Contact us today to discuss available contract and direct hire positions. Adecco Group provides one of the most comprehensive benefits packages in the industry to contract workers to include Holiday, 401(k), Insurance Benefit Plans and Service/Anniversary Bonus opportunities.

Equal Opportunity Employer Minorities/Women/Veterans/Disabled


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Reference number US_EN_2_022862_393241