Supervisor, Dispatch

Are you looking to Optimize your life? Start your exciting path to a rewarding career today!

We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore – it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community.

If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you!

We are Optimum!

Job Summary

Accountable for the performance and quality of service delivery of a team of Dispatch Operations Representatives. Ensures that productivity, quality and customer satisfaction goals and objectives are met for all offered products/services through effective mentoring, coaching and performance management. Ensures the appropriate execution of company policies and procedures. Coordinates customer contact activities with Field Operations, customer Service, Billing and collections staff and supervisors. Evaluates the daily, weekly and monthly Dispatch Operations activities to develop a strategy to execute and obtain optimal Field Operations workforce deployment. This includes Adherence and Availability, Incoming call Management, Technician Workload Management, Escalation Management, Remedy Compliance and Routing. Dispatch Operations is responsible for providing premier Optimum service for our internal and external customers. The output of the Dispatch Operations Supervisor's team is to drive continuous efficiencies through workforce management that will ultimately reduce the number of truck rolls and on-site customer engagement; and provide inbound support to Field Service Technicians for troubleshooting or work order and customer service related issues. Responsible for directing, mentoring and coaching all Dispatch Operations Representatives. Supervises in a manner that ensures compliance with Optimum values, policies and procedures, as well as company goals and objectives.

Responsibilities

• Responsible for managing a team of Dispatch Operations Representatives - see supervisory duties below. Managing Quota and compliance for Field Services.
• Oversee daily routing for all work orders, to maximize efficiencies and productivity in the field. This includes communicating and escalating to field service on decisions regarding availability.
• Monitors performance of their team and provides feedback to ensure that dispatch and customer satisfaction goals are met. Reviews and analyzes reports regarding team's performance including productivity, quality and adherence performance. Helps identify training needs and workload requirements with available resources to maximize customer satisfaction.
• Conducts remote and desk side monitoring in accordance with company policy to ensure quality service and customer satisfaction goals.
• Conducts Quality Control monitoring for all departmental processes to ensure adherence to company policy and procedure to prevent repeat truck rolls.
• Accountable for performance of Dispatch Operations Representatives. Develops, manages, and implements appropriate development plans to ensure performance improvement and exceptional service delivery.
• Responsible for managing compliance, departmental workflow, including efficient scheduling and adjustment of staff to meet peak service times.
• Provides training, coaching and recognition to ensure employees meet or exceed department standards for productivity, quality and internal customer service. Prepares and conducts employee performance appraisals and monthly progress and improvement plans.
• Provides guidance to Dispatch Operations Representatives in the resolution of difficult customer questions and/or problems regarding all product functionality, billing and collections functions, and data entry coding procedures and troubleshooting. Handles escalated customer concerns, maintains composure and resolves difficult situations and follows up to ensure positive resolution. Response to expedite VIP requests.
• Responsible for retaining customer loyalty by exercising effective and efficient service recovery actions to resolve external customer complaints. Demonstrates an advanced level of analytical proficiency and exercise empowerment in resolving customer issues on first contact.
• Provides information to be used in detailed reports compiling dispatch Operations Rep/Lead performance and activities on a daily, weekly and monthly basis. Proposes changes to process and activities as necessary.
• Communicates and develops relationships with other departments.
• Create and analyze reports for tracking and trending of dispatch performance.
• Review and analyzes reports regarding team performance, including but not limited to quality, productivity, overtime and schedule adherence to achieve departmental budgetary requirements.
• Responsible for managing projects key to the success and growth of the department. May be assigned projects that develop skills to support career advancement as business needs require.
• Ensures effective and consistent communication is maintained throughout the department; ensures employees actively and freely participate in order to learn, maintain product and process knowledge, effectively use tools, and improve performance in support of customers.
• Participates in special projects and performs other duties as assigned.
  
  

Qualifications

• Bachelor's Degree in Business or equivalent work experience with previous work experience in fast paced, performance-measured environment while managing multiple functions required. Must have previous supervisory and/or must be a high performing
• Dispatch Operations Lead Representative who consistently meets all performance and quality standards for their position for a minimum of three years.
• Internal candidate; current Meets Expectations review, and no disciplinary actions within the past 6 months.
• Demonstrated leadership skills with excellent interpersonal skills focused on rapport building, active listening, and conflict resolution skills.
• Proficient knowledge of technology and software applications applicable to this function strongly preferred.
• Ability to handle customer service calls and effectively resolve complaints.
• Proficient knowledge of MS Office Suite.
• Excellent analytical problem solving and conflict resolution skills.
• Able to prioritize work activities and manage staff to achieve specific goals.
• Requires flexibility to work evenings, weekends, holidays, overtime and changes in shift depending ont eh needs of the business.
• Excellent interpersonal skills with an emphasis on building rapport, listening, questioning, conflict resolution and the ability to communicate in group settings. Must possess strong written and oral communication skills. Must be viewed as a leader with behavior conducive to team building and motivation.
  
  

At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.

If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity.

All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company’s discretion based on business necessity.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, national origin, religion, age, disability, sex, sexual orientation, gender identity or protected veteran status, or any other basis protected by applicable federal, state, or local law. The Company provides reasonable accommodations upon request in accordance with applicable requirements.

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