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IQ Fiber · 2 weeks ago

Manager, Technical Operations - Workforce Management

Jacksonville, FL

Full-time

Onsite

Mid, Senior Level

3+ years exp

IQ Fiber is a provider of high-speed fiber-optic internet, focused on delivering a smarter internet experience. The Manager, Technical Operations - WFM will lead a team to optimize dispatch processes and enhance operational efficiency while ensuring timely service delivery and high customer satisfaction.

InternetResidentialService Industry

Responsibilities

Develop and implement efficient dispatch strategies to ensure timely delivery of services across the company

Monitor and analyze WFM performance metrics to identify areas for improvement

Lead, mentor, and train a team of dispatch representatives, fostering a culture of accountability and excellence

Coordinate with various departments, including sales, warehouse, and customer service, to streamline operations

Manage and resolve any WFM issues or delays, ensuring customer satisfaction

Optimize routing and scheduling to minimize costs while maximizing service levels

Maintain compliance with all regulatory requirements and company policies

Promote a culture of customer service, safety and quality across all the teams

Perform periodic on-the-job training and refresher activities to keep the team current

Ensure working practices are well defined and operational

Perform other duties as assigned

Qualification

Dispatch managementWorkforce management systemsRouting softwareGPS trackingData analysisMicrosoft OfficeAnalytical skillsProblem-solvingCommunication skillsTime managementTeam mentoringOrganizational skills

Required

Bachelor's degree in Management or a related field, or equivalent experience

3+ years of experience in dispatch or logistics management, preferably in a regional capacity, with a proven track record of optimizing processes and leading teams

Experience with workforce management systems, routing software, GPS tracking, and strong proficiency in Microsoft Office applications

Strong analytical and problem-solving skills, including comfort using data analysis and reporting tools to drive decisions and meet departmental goals and key metrics

Strong technical aptitude with excellent end-user interaction skills; able to explain complex concepts simply and answer questions from both technical and non-technical users

Excellent verbal and written communication skills, with confidence interacting with all levels of professional staff and other team members

Ability to train, mentor, and provide both positive and constructive feedback to members of the Technical Operations team

Highly organized with strong time-management skills and the ability to prioritize, lead, and multi-task in a fast-paced, technical environment while maintaining professionalism and a positive attitude

Demonstrated flexibility and reliability, including willingness to work required overtime, travel to various markets, and be present in the Fiberhood as needed

High integrity and strong work ethic, with attention to detail and the ability to think creatively and strategically

Must be able to pass a criminal background check, driving record check, and drug test, and maintain a current valid driver's license that is automotive insurable