Sup, Dispatch Job

Posting Job Title:Sup, Dispatch
Requisition #: 166228BR
Posting Location: Streetsboro, OH, US
Area of Interest:Customer Service/Member Services
Position Type: Full Time

Posting Job Description

Purpose:
The purpose of this position is to oversee the day-to-day operations and responsibilities functions for the Dispatch team. The supervisor is expected to provide world class customer service through responsible supervision of the staff, process improvements, building excellent working relationships with all internal departments, and improving all vendor relationships for the Area.

ESSENTIAL JOB FUNCTIONS:
Demonstrated ability to successfully perform all duties of a Dispatcher or equivalent
Technical Support experience combined with ICOMS ability and other technology tools knowledge
Build and maintain positive relationships with internal and external customers on an ongoing basis.
Also keep a positive attitude throughout the workday and will be a team player.
Work with other departments to ensure internal and external customer commitments are met.
Respond to field support via telephone or electronic communication to insure prompt processing of requests with prescribed department policies and procedures.
Research and troubleshoot customer concerns, including repair and reception problems that stem from technical performance, over the telephone or through field service call inspections.
Maintain employee schedule calendars to include vacations, holidays, and leave of absences.
Oversee Dispatch functions including, responding to and escalating critical service impacting problems, managing customer time frame commitments through Work Force Management tools and Whole House Check process.
Evaluating and improving processes and procedures related to field update and check in, outage resolution, aging and unscheduled work.
Provide assistance with researching and developing quality improvement methods, which may include participation on various inter- and intradepartmental teams.
Track and monitor various problems that may require further individual or department wide training. Provide feedback and recommendations to management on training needs as appropriate.
Provide support to dispatchers by distributing informational materials for all campaigns, promotions, and installation initiatives, which have the potential of increasing service activity.
Track performance of, coach, counsel, and develop dispatchers. Including holding subordinates accountable to all policies and procedures. Conducting training and performance evaluation sessions. Will also be responsible for delivering corrective actions.
The OST is a 24/7/365 operation. Employees must be willing and able to work rotating and/or non-standard work shifts, including evenings, overnight, holidays, weekends, and on-call. This is an on call position and candidate must be available via cell phone or pager 24x7 while on call
Up to 15% travel may be required

JOB REQUIREMENTS:
Must possess strong organizational skills, including the ability to prioritize work in an efficient manner
Must be able to multitask in a constantly changing environment
Must have basic knowledge the aspects of cable, HSI and digital phone
Must be able to organize, prioritize and make decisions under deadlines.
Must have flexible work hours and be available when business demands.
Must have strong attention to details
Ability to read, analyze and interpret common scientific and technical journals, financial reports, and legal documents.
Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community
Ability to effectively present information to Employees with differing levels of skill and background
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

PREFERRED QUALIFICATIONS:
Knowledge of ICOMS, Excel, Word, RF plant, IP networks, and HSO systems
Must have sufficient knowledge of the use of the monitoring and diagnostic tools, these include Arris
Experience building and analyzing metrics, data and management reports
Experience using Microsoft Office (Word, Power Point, Excel, Access) and Internet explorer required

EDUCATION AND EXPERIENCE:
Associate ' s degree (A. A.) or equivalent from two-year college or technical school; or three months to one year related experience and/or training; or equivalent combination of education and experience.

SUPERVISOR/MANAGER RESPONSIBILITIES:
Plans, staffs, evaluates and directs work of employees of a work unit.

ADDITIONAL SUPERVISORY/MANAGERIAL INFORMATION:
Oversee Outage desk personnel as well as after hours and weekend dispatch

FCC Unit_TWC: 6067
Controlling Establishment ID: 00958 - Streetsboro Philipp Pkwy

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