Planners are responsible for workforce planning of field operations and work closely with the technicians, supervisors, and managers in the local communities Windstream serves. Planners may handle multiple communities and are often responsible for workforce of around 80 to 120 technicians.
Essential Job Functions:
Review, monitor and adjust field operation technician daily tasks to ensure all commitment times are met. Build close working relationships with field technicians, managers, and directors to maintain and improve dispatch performance and efficiency. Oversee technician routes to ensure optimal use of time, manage capacity requirements, and communicate with technicians and local managers to ensure compliance and productivity. Work with field personnel to update tech calendars and manage work zones.
Monitor inbound demand levels and balance across multiple categories with available field technician capacity. Analyze failed tasks and provide system administration and correct tasks interface errors. Contact customers to provide arrival time updates, reschedule appointments, or respond to escalations. Other duties as assigned.Desired Qualifications:
Good oral and written communication skills Good organizational skills Ability to multi-task Ability to deal with difficult customers Sensitive to customer service needs Ability to problem solve and make good judgmental decisions Ability to accommodate a flexible schedule, including overtime Innovative and highly motivated Ability to prioritize work Ability to perform in fast-paced environment Ability to work in a group to reach common goal Ability to adapt to process improvements and changes Knowledge of basic grammar rules and business math
Good telephone voice and manners Basic PC knowledge and keyboarding skills Positive, outgoing attitude