About lumen
the role:
as director, dispatch operations, you will report to the sr director field operations and will be responsible for the overall leadership, direction, and execution of the dispatch operations for all of lumen.
the principal purpose is to provide dispatch and capacity planning functions for all our field technicians nationally, 24 hours a day, 365 days a year.
this role is responsible to ensure that a data driven approach which results in transformational change within dispatch operations and throughout field operations, that improves our customers experience and internal efficiencies.
this role requires strong business acumen, the abilities to define, articulate and implement groundbreaking ideas, to lead diverse teams who may be resistant to change, to work within a fast-moving environment to rapidly deliver support and services that have a broad business impact, and desire to have an industry wide impact.
the main responsibilities:
- leads a highly effective data driven team that provides a productive load to field operations for execution and a superior customer experience.
- accountable for managing a diverse workforce, reporting performance, initiating process improvement, evaluating, and developing improved techniques.
- reviews, creates, and submits reports that provide critical data to drive ongoing operational performance improvement.
uses data and analytics to understand the return on investment, workforce optimization, and supporting service metric root cause analysis.
- prepares and presents results to senior leadership.
- creates strategies to achieve business goals such as increasing revenues, removing expenses, and developing a skilled, motivated, satisfied, and diverse workforce.
- provides strong leadership, including communicating vision, strategy, and objectives.
leads by example in creating an environment that encourages open communication, sharing ideas and best practices, and building strong cross-functional relationships.
- strategically works with other functional leaders in forecasting customer activity and resulting resource requirements; identifies and manages resource allocation and needed employee skillsets based on forecasted work levels.
- drives the company culture and hr strategies.
- responsible for planning and maintaining the departmental budget in areas of employee and non-employee expenses.
ensures that the overall budget is managed and allocated (spent) per the overall mission and mandate.
- partner with teams to prioritize business needs and stay up to date with the goals of the organization as they evolve.
build and maintain strong cross-functional relationships across the company.
align with upstream groups to ensure optimal customer experience, as reflected in avoidable truck rolls, repeat calls into the call center, increased first call resolution, reduced churn, reduced fiber cuts, and human error outages.
- conduct and ensure timely employee appraisal reviews and progress reports for your team.
- exceptional analytical and problem-solving skills with the ability to articulate via written and through oral communication.
- strong decision-making skills coupled with the ability to lead change.
- bachelor of computer science degree or equivalent practical work experience.
- experience with data visualization tools (e.g., powerbi, tableau, qlik sense) to use in communicating the outputs of data models.
- expert microsoft office skills: excel, access, powerbi, word, powerpoint and outlook.
- demonstrated experience in crisis management.
- demonstrated leadership skills to hire, develop, and motivate team members.
- strong communication and interpersonal skills to lead cross functional teams.
- visionary thinking that is complimented by shaping and executing strategy.
- ability to motivate others and work under pressure.
- maintains concern and respect for fellow employees.
- excellent financial and budget management skills.
preferred qualifications:
- experience with and understanding of programming languages: python, sql, java, visual basic for applications (vba), c++, swift, c#, objective-c
- demonstrated ability to develop and maintain various scorecards and dashboards utilizing powerbi, importing data via plsql, oracle, datalake (google cloud services), and both rest and soap apis
- telecom/cable/internet service provider field operations experience
requisition #: 306405
eeo statement
we are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, "protected statuses").
we do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignm