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About this job

Posting Job Title:Mgr, Dispatch
Requisition #: 172170BR
Posting Location: Morrisville, NC, US
Area of Interest:Engineering/Technical Operations
Position Type: Full Time

Posting Job Description

Time Warner Cable Technical Operations Department currently seeks a Dispatch Manager in Raleigh, NC. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.

Schedule; Monday - Friday, 8am - 5pm

POSITION SUMMARY:

The Manager, Dispatch will manage the routing and dispatching of installation and service of orders for customers within a defined geographic area. They will manage and provide weekly status reports service levels, abandon rates, call volume, work order status, overtime, service call returns, on-time percentages and productivity. Review these reports and evaluate performance. Ensure all work orders are properly assigned, routed and closed out with the Arris WorkAssure workforce management tool. Manage inbound dispatch support for I/S technicians across a defined geographical area.

Essential Job Functions:

·

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.

·

Manages the operations of the dispatch group that supports field personnel in installation and service to TWC Residential Customers.

·

Provides personnel management and training to his direct reports.

·

Works to leverage tools and software to optimize performance for dispatch operations.

·

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 (Operating and Capital), providing recommendations on expense control.

·

They are responsible to manage incoming and outgoing calls as it relates to Service levels.

·

Dispatch calls dealing with technicians, customer care and customers.

·

Network Management (outages): Cable, phone and internet,

·

Outages can be both planned and unplanned. Dispatch is responsible to work with CNOC with their detected outages as well as manage the open pools and other network system to identify outages.

·

Internal trouble call reporting

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Managing the work orders in the billing system pools.

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Back end activities: Tracking outages and other technical measurements.

Job Requirements:

·

Bachelor ' s degree (B. A.) from four- Year College or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

·

4-6 years of leadership and total relevant work experience

·

Technical experience in a CATV or telecom environment. Knowledge of data and voice networking. Knowledge of dispatch operations including Work Assure, OMSE, ICOMS

·

Must have valid driver ' s license and clean driving record.

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2 years minimum supervisor experience preferred.

·

Ability to interface with various systems, including but not limited to: Iglass, AS400, Docsis, Stargus.

·

Must possess previous supervisory/management experience.

·

Be able to run reports on appropriate systems, analyze business reports, report on the key performance indicators and independently provide recommendations for performance improvement.

·

Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents.

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Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.

·

Ability to write speeches and articles for publication that conform to prescribed style and format.

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Ability to effectively present information to top management, public groups, and/or boards of directors.

·

Ability to define problems, collect data, establish facts, and draw valid conclusions.

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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.

Legal or Financial Responsibilities:

Company and Employee information must remain confidential

FCC Unit_TWC: 0593
Controlling Establishment ID: 00122 - Morrisville Innovation 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

TWCTDP210