Work Hours: Monday - Friday 6:00am to 3:00pm
Responsible for creating, maintaining, researching, analyzing and communicating analytical reports and processes for the National Field Support (NFS) centers. Supports any other analysis and process requirements and provides quota and routing oversight for the organization.
Supports the NFS senior leadership team through operational reporting, resource metrics?? and forecasting models.
Creates, generates, maintains and distributes operational reports and metrics as directed by NFS leadership.
Analyzes operational performance metrics and data to identify opportunities for improvement and effectively communicates recommendations.
Proactively identifies short-term and long-term trending opportunities to improve operational efficiencies for the entire organization.
Participates and supports in the budget process by generating productivity and historical reports.
Collaborates with Corporate and Regional Business Planning teams to understand and assimilate to Corporate and Regional reporting requirements.
Collaborates cross-functionally with various departments with the Hawaii market (Tech Ops, RSC, IT, Finance, Customer Care, Marketing/Sales, Supply Chain, etc.) to collect data, prepare reports and analyze results to improve overall operational efficiency.
Assists with Work Assure administrative support and maintenance.
Knows, understands and follows company policy.
Performs other duties as requested.
Regular attendance is required.
Ability to read, write and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner
Ability to write routine reports and correspondence to effectively communicate trends, issues and recommendations to compiled analytical data
Ability to define and solve problems by collecting data, establishing facts, and draw valid conclusions; ability to interpret an extensive variety of technical instructions and reports to offer recommendations.
Ability to learn and acclimate to change quickly
Demonstrated knowledge and proficiency in the use of the billing system, workforce management tool and other applications to effectively present applicable data
Ability to take ownership of assign tasks, handle multiple projects with minimal supervision while effectively communicating across all departments
Ability to make decisions and solve problems while working under pressure to meet deadlines
Ability to use personal computer and software applications (i.e. Microsoft Office Suite applications such as Word, Excel, Access, PowerPoint, etc.)
Demonstrated knowledge and experience working with the AS400 billing system and Datawarehouse system
Ability to work with internal and external customers, and with union and non-union employees
Knowledge of company products and services
Ability to maintain confidentiality
Ability to prioritize and organize effectivelyStable employment history.
EDUCATION
High school diploma or equivalent required. Bachelor's degree in related field required.
RELATED WORK EXPERIENCE Number of Years
Experience using HBS and a workforce management system 3+
Analytical work including report writing and process analysis 3+
Previous experience using the AS400 billing system and Datawarehouse system
Previous experience in appropriate Microsoft Office Suite applications
Prior experience in the cable/telecommunications industry preferred
Prior experience working with a union labor workforce preferred
Stable employment history.
Job Code : TDP300
2024-36285
Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.
A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
FCC Unit: 13555 Business Unit: Field Operations Zip Code: 33765
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