Dispatch Support Manager

MasTec Advanced Technologies has openings for a Dispatch Support Manager.
Dispatch Support Manager will lead the AT&T Digital Life Routing and Dispatch Support department to ensure delivery of world-class customer service through interactions with customers and field technicians.
This position is responsible for managing, planning, and administering the daily operational functions of the department while coordinating and maintaining ongoing communication with field partners to resolve inquiries.
The Dispatch Manager will provide tactical and strategic leadership by clearly defining business objectives and implementing a results-oriented action plan.
ESSENTIAL DUTIES:
1.
Hire, train, coach, develop, and evaluate employees through performance management, customer feedback, personal and team observations and feedback within the department.
2.
Lead and motivate the Dispatch Support department to deliver superior customer service and achieve performance metrics.
3.
Direct the Dispatch Support department activities to manage call volume and ensure established Service Level Agreements are met.
4.
Partner with Workforce Management department to ensure staffing levels are met.
5.
Partner with the Ops Support Center Trainer on continual training initiatives to enhance the Dispatch Support staff's job knowledge and customer service skills.
6.
Supervise direct reports to ensure established objectives are monitored and accomplished.
7.
Review, analyze, and interpret performance and productivity reports regarding overall performance of Operations Support Center to key management, includes trending, causal analysis, and identifying opportunities for coaching and development or process improvement.
8.
Partner with peers to advance the effectiveness and excellence of the department and company through continual improvement of plans, programs and processes in order to proactively control expenses, increase value, and promote highly effective department and company practices.
9.
Acts as a liaison to internal and external customers for the communication of changes in procedures, ensuring correct information is available and accessible at all times.
MasTec ATD is an Equal Opportunity Employer (M/F/V/D) Qualifications JOB SPECIFICATIONS KNOWLEDGE/SKILLS AND
Experience:
o Expert ability to provide excellent customer service and establish and maintain credibility and interpersonal relationships with diverse group of individuals (e.
g.
, business leaders, colleagues, staff at all levels).
o Expert ability in creating effective lines of communication for internal and external customers.
o Solid knowledge of word processing, spreadsheet, presentation and email software (preferably Microsoft Word, Excel, PowerPoint, Outlook, Internet).
o Solid ability to handle confidential, sensitive and critical issues with demonstrated history of a commitment to ethics, honesty, integrity and credibility.
o Solid ability to manage a staff in a fast-paced environment.
o Solid ability to collaborate effectively with others.
o Solid organizational and planning skills; ability to multi-task; attention to detail; productive without compromising quality.
o Solid ability to work under pressure to meet deadlines while managing internal customer expectations and resetting accordingly.
o Solid ability to set and balance short and long-term priorities and remain focused within a rigorous, fast-paced and dynamic environment.
o Solid ability to effectively take action to solve problems while exhibiting sound judgment and successful stress tolerance.
o Solid ability to think strategically and problem solve through conceptual thinking, analytical and planning skills.
o Solid ability to manage conflict and resolve team member issues efficiently and effectively.
o Solid ability to negotiate and clearly present ideas to influence outcomes.
o Solid ability to exercise good judgment and discretion in selecting methods and techniques for obtaining solutions.
o Solid ability to work in a team environment along with the ability to work independently with minimal supervision.
o Solid ability to make a difference by being results-oriented, taking initiative, accepting accountability, and exhibiting a "can-do" attitude.
Education Bachelor's Degree in Business or a related field or equivalent combination of education and experience required.
Experience Minimum of 2 years comprehensive call center leadership experience required.
Minimum of 4 years call center operations management experience may be substituted for previously stated education and experience.
SUPERVISOR RESPONSIBILITY:
Manages full-time supervisor level employees directly and is responsible for assigning and scheduling work, training, appraising performance, terminations, and making recommendations for promotions/transfers.
WORKING CONDITIONS:
Works in a normal office environment.
Light physical effort required by handling objects up to 20 pounds occasionally and/or up to 10 pounds frequently.
Occasional travel may be required to attend off-site meetings or training.
MasTec ATD is an Equal Opportunity Employer (M/F/V/D)

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