Senior Director of Field Operations / Workforce Ma...

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Comcast, founded in 1963, has grown into one of the worlds leading communication and entertainment companies - focused on broadband cable, commerce and content. Comcast Cable is the countrys largest provider of cable services, and has expanded to digital services, faster Internet and IP-enabled phone service, and innovative programming - over 250 cable channels, including popular channels like - E!, Sportsnet, Exercise TV, The Golf Channel and more.

Comcast connects with more than 24.7 million cable customers, 14.1 million high-speed Internet customers and 5.2 million voice customers - providing top consumer products and services in three key areas: video, digital cable, VOD, HD and DVR; online; and voice. We strive to be the company customers look to for the products and services that connect them to what is important in their lives.


Summary: Responsible for the successful execution of all field workforce elements to include: job routing, quota build and management, technician support, dispatching, ticket handling/response, job routing, contractor management, and day-of-job delivery.

Essential Duties:
? Manage the successful execution of the field workforce function to include dispatching of work, routing of work, disposition of work, building of quota, quota adherence, and all field support activities (call handling, job updates, tech support, text/chat handling, pre/post calling), ticketing, ticket tracking and handling, escalations, field communications, reporting, and automation tool and handheld support.
? Serve as the market lead for field workforce management.
? Complete department forecasting and budgeting.
? Track and report on key trends in workforce management such as missed/late appointments, technician support response time, work order statusing, job routing, technician productivity (backfilling), dispatcher productivity, tool (handhelds and automation servers) utilization success rate.
? Build workforce planners that insure the appropriate level of dispatch resources needed to support the field technicians.
? Insure the proper controls are in place to monitor in jeopardy transactions and proactively correct to keep the integrity of the customer experience.
? Insure the proper completion and disposition of every work order entering the field for truck roll execution.
? Lead weekly meetings with Area Dispatch Directors and Technical Operations Directors to identify areas that need Regional research or support, share best practices across Areas, review and discuss contract labor trends, review company initiatives, and discuss obstacles that are impacting operations.
? Develop and refine the Workforce Management strategy for the Region. Insure consistent and effective practice and procedures throughout the Regions dispatching and quota management operations. Partner with Marketing, Care, and Engineering leadership to identify both planned and unplanned anomalies in resource management.
? Work with Area teams to develop budget and forecast models and insure accuracy of both for tracking and trending all capital and expense line items for workforce management.
? Provide stats/talking points to Engineering and Fulfillment RVPs for Division calls/meetings.
? Compile explanations and action plans for monthly metric review.
? Work with Area teams on the approval and placement of contracted resources. Insure even resource distribution across the Regions footprint.
? Assist Area teams with contractor performance and capacity planning.


Required Skills:
Requirements:
? Must be a highly motivated and very detail-oriented individual, a self-starter, independent, and a fast learner.
? The ability to work and achieve strong results in a fast-paced, high pressure environment, adjust to change, and be a creative problem solver.
? Must have impeccable leadership skills. The ability to interact with all levels of staff and convey the vision and motivate the work force to accomplish goals.
? Must be goal oriented and focused on metrics, being able to drive and deliver strong results through detailed metric analysis, plan development, and unshakeable plan execution.
? Must have exceptional communication skills. The ability to communicate clearly, concisely and effectively both verbally and in writing. Use of proper grammar, and formatting for written correspondence.
? Must maintain a professional appearance/image at all times.
? Must have exceptional organization skills, strong multi-tasking/mutli-project capabilities and work with a sense of urgency.
? Must have a high sense of accountability holding self and team accountable to high standards and strong results.
? Knowledge of Microsoft Office work products, particularly MSWord, Excel, PowerPoint, and Access. Must have the ability to create, edit, and maintain complex spreadsheets (to include formulas and advanced Excel applications), and sophisticated presentation (Power Point) skills.
? Must acquire strong knowledge of operational reporting and monitoring tools (Scout, Auspice, Remedy, Watchtower, Market Health, DST AdvanTech, etc.).
? Must have an extremely strong work ethic, high level of integrity, commitment to the organization, and the ability to manage confidential information.
Other Requirements:
? College degree required. Advanced degree or specific field study preferred.
? Must have a minimum of 5 years experience leading in a sizeable organization with a proven track record of successful initiatives and turnaround success.
? Experience in managing activities and people across multiple work sites.
? Must have proven experience working effectively and successfully in a highly matrixed organization.
? Ability to sit for extended periods of time.
? Occasional moderate to heavy lifting.