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Sr Mgr, Dispatch - Full-time / Part-time
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Brooklyn, New York |
About this job
Posting Job Title: Sr Mgr, Dispatch
Requisition #: 166896BR
Posting Location: Brooklyn, NY, US
Area of Interest: Engineering/Technical Operations
Position Type: Full Time
Posting Job Description
Time Warner Cable currently seeks a Senior Manager, Dispatch in our NYC Market based out of Paidge Avenue, Brooklyn, NY location. Please find below a description of the essential duties and responsibilities required to function successfully in this position.
POSITION SUMMARY:
The Senior Manager, Dispatch will manage a 24/7 dispatch team, supporting the residential unit, through a team of direct and indirect reports for the NYC Market
ESSENTIAL JOB FUNCTIONS:
Lead a diverse workforce that is both non-union and union focused on providing daily support to all NYC in-house service, installation, and plant technicians. Will partner with customer care and sales teams to ensure a quality customer experience from time of sale through installation, including all service escalations.
Ensuring that all dispatch personnel provide high-quality, consistent day-of-job support to in-house field and plant technicians.
Ensure that all personnel effectively utilize all tools and applications in the support of field personnel.
Drive continuous improvement on metrics
Expected to manage the team in the timely identification, coordination with appropriate field personnel, and resolution of issues
Coordination with Technology and Resource Manager and team to ensure effective and efficient quota usage and routing in daily dispatch operations.
Expected to implement all appropriate measures to meet/fulfill all NYC franchise-related requirements.
Ensure all work orders are properly assigned, routed and closed out with the Arris WorkAssure workforce management tool.
Will oversee the scheduling and staffing of team to maintain effective coverage of the department within a 24/7 environment being sensitive to overtime needs and budget.
In partnership with General Foreman will assess training needs and implement regular training opportunities including knowledge certification to ensure staff has necessary skill sets to drive improved department productivity. This includes training on all tools/applications, policies, procedures, and departmental guidelines.
Implements transaction reduction process improvements by leveraging technology
by partnering with key stake holders (IT, LD&I, external vendors & other company resources).
Effective use of change management and project management skills to implement new processes, procedures, policies, products, technologies, and applications.
Directs department in dispatching of outages, line problems, and plant referrals, and other field problems according to established procedures.
Mentors and coaches managerial team in enhancing their leadership, management, and communication skills to effectively support employees.
Will interpret daily, weekly and monthly performance metrics to drive best practice improvements to improve internal and external customer satisfaction.
Drive business performance through determining and meeting key performance metrics, implementing continuous improvement programs, monitoring business results, and ensuring all departmental projects and tasks are completed on time.
Directly supervises two or more Supervisors, including multiple functions, ensuring all key performance indicators are met or exceeded. Carries out management responsibilities in accordance with the organization policies and applicable laws.
Responsibilities also include interviewing, hiring, training, planning, staffing, appraising performance, rewarding and disciplining employees, directing work and addressing complaints and resolving problems.
Implement and monitor departmental policies, procedures and performance.
Prepare, analyze and present administrative reports to management that measure and evaluate process effectiveness and key performance indicator results for individual teams and or the entire department. Interface with external and internal groups concerning escalations.
Manage various projects, continuous improvement programs and tasks, ensuring due dates are met or exceed.
Monitor the Budget, providing recommendations on expense control.
Provide guidance and direction to staff including hiring, disciplinary action, staff development, goal formulation and performance review. Supports company's policies and procedures including AA/EEO goals.
EXPERIENCE/SKILLS REQUIRED:
Excellent and interpersonal skills to effectively deal with all levels of the organization, but not limited to area, regional and enterprise wide leadership and call center and sales teams.
Excellent analytical, research and evaluation techniques.
Proven ability to analyze problems and solve them creatively.
Strong organizational and detail orientation and time management skills to effectively accomplish position requirements in an orderly, expedient and efficient manner.
Ability to work within a team situation and in a high demand environment.
Demonstrated leadership skills to effectively develop and lead a high performing team in the meeting function/department/company short-term goals and objectives.
Demonstrated change management aptitude and ability. Takes a proactive role in bring about change, applying new ways to develop the business through improved management of people and processes.
Ability to think strategically and identify critical success factors when developing strategy and plans for assigned area of responsibility.
Must be willing and able to work a schedule that regularly includes non-traditional work hours---including evening hours, weekends, and rotating holidays.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Must be able to work in a fast paced environment and have the ability to make decisions quickly. Be available for Operations Support 24x7.
On-call duties as required; other duties as assigned.
Travel may be required to attend work related meetings and training sessions.
REQUIRED EDUCATION:
Bachelor's degree (B.A.) from four-year College or university strongly preferred; plus 4 -6 years leadership experience with a minimum of 4 years relevant work experience and/or training; or equivalent combination of education and experience.
Legal or Financial Responsibilities:
Requires adherence to Time Warner Standards of Business Conduct. Position must assist in maintaining the confidentiality of customer and business data at all times.
Physical Requirements:
The physical demands for this position are typical to an office environment and must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
#LI-POST
TWCCB
FCC Unit_TWC: 8341
Controlling Establishment ID: 00463 - Brooklyn Paidge Ave
More on TWC:
Time Warner Cable reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.
Time Warner Cable is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status
TWCTDP250
Requisition #: 166896BR
Posting Location: Brooklyn, NY, US
Area of Interest: Engineering/Technical Operations
Position Type: Full Time
Posting Job Description
Time Warner Cable currently seeks a Senior Manager, Dispatch in our NYC Market based out of Paidge Avenue, Brooklyn, NY location. Please find below a description of the essential duties and responsibilities required to function successfully in this position.
POSITION SUMMARY:
The Senior Manager, Dispatch will manage a 24/7 dispatch team, supporting the residential unit, through a team of direct and indirect reports for the NYC Market
ESSENTIAL JOB FUNCTIONS:
Lead a diverse workforce that is both non-union and union focused on providing daily support to all NYC in-house service, installation, and plant technicians. Will partner with customer care and sales teams to ensure a quality customer experience from time of sale through installation, including all service escalations.
Ensuring that all dispatch personnel provide high-quality, consistent day-of-job support to in-house field and plant technicians.
Ensure that all personnel effectively utilize all tools and applications in the support of field personnel.
Drive continuous improvement on metrics
Expected to manage the team in the timely identification, coordination with appropriate field personnel, and resolution of issues
Coordination with Technology and Resource Manager and team to ensure effective and efficient quota usage and routing in daily dispatch operations.
Expected to implement all appropriate measures to meet/fulfill all NYC franchise-related requirements.
Ensure all work orders are properly assigned, routed and closed out with the Arris WorkAssure workforce management tool.
Will oversee the scheduling and staffing of team to maintain effective coverage of the department within a 24/7 environment being sensitive to overtime needs and budget.
In partnership with General Foreman will assess training needs and implement regular training opportunities including knowledge certification to ensure staff has necessary skill sets to drive improved department productivity. This includes training on all tools/applications, policies, procedures, and departmental guidelines.
Implements transaction reduction process improvements by leveraging technology
by partnering with key stake holders (IT, LD&I, external vendors & other company resources).
Effective use of change management and project management skills to implement new processes, procedures, policies, products, technologies, and applications.
Directs department in dispatching of outages, line problems, and plant referrals, and other field problems according to established procedures.
Mentors and coaches managerial team in enhancing their leadership, management, and communication skills to effectively support employees.
Will interpret daily, weekly and monthly performance metrics to drive best practice improvements to improve internal and external customer satisfaction.
Drive business performance through determining and meeting key performance metrics, implementing continuous improvement programs, monitoring business results, and ensuring all departmental projects and tasks are completed on time.
Directly supervises two or more Supervisors, including multiple functions, ensuring all key performance indicators are met or exceeded. Carries out management responsibilities in accordance with the organization policies and applicable laws.
Responsibilities also include interviewing, hiring, training, planning, staffing, appraising performance, rewarding and disciplining employees, directing work and addressing complaints and resolving problems.
Implement and monitor departmental policies, procedures and performance.
Prepare, analyze and present administrative reports to management that measure and evaluate process effectiveness and key performance indicator results for individual teams and or the entire department. Interface with external and internal groups concerning escalations.
Manage various projects, continuous improvement programs and tasks, ensuring due dates are met or exceed.
Monitor the Budget, providing recommendations on expense control.
Provide guidance and direction to staff including hiring, disciplinary action, staff development, goal formulation and performance review. Supports company's policies and procedures including AA/EEO goals.
EXPERIENCE/SKILLS REQUIRED:
Excellent and interpersonal skills to effectively deal with all levels of the organization, but not limited to area, regional and enterprise wide leadership and call center and sales teams.
Excellent analytical, research and evaluation techniques.
Proven ability to analyze problems and solve them creatively.
Strong organizational and detail orientation and time management skills to effectively accomplish position requirements in an orderly, expedient and efficient manner.
Ability to work within a team situation and in a high demand environment.
Demonstrated leadership skills to effectively develop and lead a high performing team in the meeting function/department/company short-term goals and objectives.
Demonstrated change management aptitude and ability. Takes a proactive role in bring about change, applying new ways to develop the business through improved management of people and processes.
Ability to think strategically and identify critical success factors when developing strategy and plans for assigned area of responsibility.
Must be willing and able to work a schedule that regularly includes non-traditional work hours---including evening hours, weekends, and rotating holidays.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Must be able to work in a fast paced environment and have the ability to make decisions quickly. Be available for Operations Support 24x7.
On-call duties as required; other duties as assigned.
Travel may be required to attend work related meetings and training sessions.
REQUIRED EDUCATION:
Bachelor's degree (B.A.) from four-year College or university strongly preferred; plus 4 -6 years leadership experience with a minimum of 4 years relevant work experience and/or training; or equivalent combination of education and experience.
Legal or Financial Responsibilities:
Requires adherence to Time Warner Standards of Business Conduct. Position must assist in maintaining the confidentiality of customer and business data at all times.
Physical Requirements:
The physical demands for this position are typical to an office environment and must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
#LI-POST
TWCCB
FCC Unit_TWC: 8341
Controlling Establishment ID: 00463 - Brooklyn Paidge Ave
More on TWC:
Time Warner Cable reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.
Time Warner Cable is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status
TWCTDP250
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