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Workforce Management Administrator

United States of America (USA), Remote

Job Summary

The Workforce Management Administrator is responsible for the routing of Technicians, Residential and Business for trouble reports, all new installations, moves, ads, and changes as well as ONT removals, cut sheets, and new facility make ready orders and changes. Manages efficient Logistical routing utilizing GPS applications. Reroutes customer order installations and troubles due to appointment time changes. Reviews trouble ticket billing for residential and business customers. Interfaces with the customer regarding Technician arrival times and appointment reschedules.

The position is responsible for reviewing and analyzing data models and reports related to the customer contact center with the primary focus on improving business results.  Collaborates with cross-functional teams to understand reporting requirements and business issues.  Responsible for maintaining metrics according to company standards.

Essential Functions

  • Monitor technician performance and resource metrics to identify areas for improvement and recommend solutions.
  • Provided real-time support to field technicians, optimizing work assignments and ensuring timely completion of tasks.
  • Monitored real-time performance and job completion of field technicians, optimizing work orders to drive internal efficiency.
  • Assisted in troubleshooting customer issues and minimizing truck rolls by resolving problems remotely.
  • Support cross functional teams with accurate and timely communication, ensuring technicians adheres to schedules and service levels.
  • Possesses the skills of articulation with both oral and written communications.
  • Demonstrates self-motivation and team player attributes with a positive attitude.
  • Possesses strong customer service and customer interaction skills.
  • Adherence to regular and predictable attendance and punctuality.
  • Performs other duties as assigned, including departmental and cross-functional projects

Knowledge, Skills, and Abilities Required                                                                                                                

  • Excellent interpersonal skills, as well as written and verbal communication skills.
  • Competent computer and organizational skills; working knowledge of Microsoft Office.
  • Ability to manage multiple priorities simultaneously.
  • Ability to retain information on multiple systems.
  • Excels at operating in a fast-paced environment.

Other Experience & Requirements 

  • 1-3 years’ related experience in dispatch administration and/or workforce management.  
  • High school diploma or equivalent required; Associate’s degree preferred.
  • Proactive, independent, and ability to take initiative to keep on-task and on-target.
  • Fiber or Telecom industry experience preferred.
  • Must be able to work any shift Mon-Sat 730a-630p holidays included (occasional overtime may be required to support business needs.

Physical Requirements

  • Frequently operates computer, keyboard, and related peripherals.
  • Near-constant use of sight, speech, hearing, comprehension, and reasoning.

Lumos provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Benefits & Perks 

Our commitment to communities includes recruiting and rewarding the Lumos team members who are working together to build a brighter tomorrow.

We have:

  • Comprehensive health, dental, and vision coverage.
  • Competitive compensation packages, including bonus options for eligible positions.
  • Paid Time Off & Paid Holidays.
  • Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs).
  • 100% employer-paid life and disability insurance.
  • Employee Assistance Program (EAP) with access to professional support for life’s challenges.
  • 401K plan w/ up to 5% employer contribution and a self-directed brokerage option.
  • Wellness program offering education and cash incentives for gym attendance and nutrition programs.
  • Employee referral bonuses.
  • Discounts on Lumos Fiber Internet for employees who live in our service areas.

At Lumos we recruit, hire, employ, train, promote, and compensate individuals based on job-related qualifications and abilities. We have a longstanding policy of providing a work environment that respects the dignity and worth of each individual and is free from all forms of employment discrimination, including harassment, because of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We will provide reasonable accommodation to qualified individuals with disabilities or based on a sincerely held religious belief, in accordance with applicable laws.

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