Jobs North

Workforce Coordinator

Northwestel
Published
March 14, 2022
Location
Yellowknife, Northwest Territories,
Category
Job Type
Base Salary
Starting wage 23.02/hour DOE

Description

Northwestel is seeking a Workforce Coordinator to join the technical team! This position is responsible for the timely coordination of technical resources and equipment to fulfil service orders according to customer specifications and departmental service delivery metrics. Primary focus for the role will be placed on missed appointment reconciliation, jeopardy handling, and communication with customers in specifically targeted customer market segments.

Duties

  • Review scheduled customer appointments to ensure the appropriate technical resources and equipment are available and allocated to complete the service order(s) on time and in accordance with customer specifications.
  • Create and maintain a Schedule of Appointments for technicians in accordance with technician skills inventory, available resources to complete the work order and customer scheduling commitments ensuring the daily workloads apply to each technician ensure service level objectives and metrics are achieved.

  • Contact customers prior to scheduled appointment times to ensure service order can be fulfilled as initially promised.  Where required, review appointment information and reschedule appointment to ensure initial commitments are adjusted with minimal disruption to the customer.

  • Monitor service order workflow through various departments, seeking information regarding facilities and equipment needed to meet customer commitments and service level objectives and escalate all scheduling discrepancies and conflicts in advance to the Manager for resolution.

  • Coordinate travel plans for technicians as required to ensure customer requirements are met.

  • Work closely with Field Operations management, Foremen, Workforce Planners, Real-time Coordinators and Call Centre resources in organizing and validating workloads for high priority or work in jeopardy of not meeting stated commitments to customers.

  • Understand the resource pool of technical competencies of Field Operations technicians as required to fulfill customer commitments reporting any gaps to the department Manager or the respective Manager, Field Operations.

  • Answer technician calls on service order progress providing support to Field Operations staff in real-time.

  • Work collaboratively with other Workforce Schedulers and Real-time Coordinators to recommend solutions and resolve operational gaps in planned and actual workload and workforce.

  • Sign off all completed service orders and schedule follow-up appointments as necessary.

  • Validate customer billing information on customer orders and enter charges to customer accounts.

  • Prepare documentation for technical staff and administrative procedures as required.

  • Act as business prime / process prime for departmental improvement initiatives.

  • Shift work may be required for this position.

Qualifications

  • Grade Twelve education.
  • Two (2) years’ experience in a clerical or administrative position, preferably in the telecommunications industry.

  • Must pass qualifying test including computer skills, organizational skills, customer service skills and communication skills.

  • Previous experience acting in a business or process analyst role supporting projects is an asset.

  • Previous experience in a customer-facing position is an asset.

  • Experience in the Cable or Telecommunications industry is an asset.

  • Working knowledge of Northwestel's provisioning and assurance processes, programs and software is an asset.

  • Knowledge of Northern geographic areas is an asset. 

  • As part of the recruitment process for this position, candidates may be required to take pre-employment tests and/or complete work simulation exercise to assess job fit.

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