Director, Resource Management
Director, Resource Management
Frontier® Communications provides communications services to urban, suburban, and rural communities in 29 states. Frontier offers a variety of services to residential customers over its FiOS® and Vantage™ fiber-optic and copper networks, including video, high-speed internet, advanced voice, and Frontier Secure® digital protection solutions. Frontier Business™ offers communications solutions to small, medium, and enterprise businesses.
Key Resource Management Responsibilities:
- Prepare and help facilitate process definition sessions to collect input from key stakeholders to layer in impacts to schedules and plan appropriate coverage/staff reduction
- Review capacity plansand scheduling restrictions of union and management environments
- Establish scheduling weekly/daily work rules for scheduling templates based on work rules provided by the field
- Define and communicatethe role and expectations of site operations management and vended site operations management in the scheduling process
- Ensure all capacity plan inputs(workload, Consultant productivity, HC/FTEs by skill group) are captured
- Validate cross skill trainingneeds identification or appropriate skilled headcount to handle demand
- Develop LOB/Function staffing plans and mitigation actions for assigned LOB/Functions and cascade to appropriate owners
- Review capacity plans for aligned LOBs/Functions for accuracy and consistent use of input/outputs
- Maintain headcount management records (Headcount tracking file/tool, internal/vendor capacity metrics, and site attributes).
- Document standard guidelines for scheduling practices across sites (e.g., overtime, holiday pay, shift bids, etc.).
Key Forecasting Responsibilities:
- Responsible for the development of forecastsacross all lines of business (LOBs)
- Provide functional expertise and best practices for forecast modeling
- Identify issues and risksand provide regular status to the leadership team
- Responsibility to engage with financeto align on expected arriving workload and cost to serve
- Collect and communicate business needsto workforce management functional leads
- Serve as interlock between business transformation initiatives and finance and subsequent impact on workforce management capability
- Provide regular updates to the business leads based on current forecast, staffing gap closure and serve as a key decision maker in real time management
- Engage with Vendors in coordination with Vendor Managers to communicate expected outcomes and business decision.
Centralized Intra-Day Operations
- Monitor national and market level call volume arrivals, appropriateKPIs(CIQ, LCW, Consultants Staffed, Consultants Available, and etc.), and service levels in real-time
- Use real-time information to make decisions on workload allocations across internal sitesand vended populations to return to targeted performance levels
- Approve OPA and exception requests outside of pre-determined thresholds
- Provide daily operational status updateswith performance metrics to appropriate stakeholders
- Coordinate of appropriate plan of actions with Distributed Intra-Day Operations for BCP and other high impact events
- Re-forecast intra-day to balance delivery expectations, correctly align breaks, lunches, and off phone activity
- Plan re-skilling at the LOB leveland disseminate to relevant distributed resources to enable call delivery and service level balance
- Test and maintenance ACD tasksto support skill flow validation and connectivity
Distributed Intra-Day Operations
- Manage internal site Consultant compliance to schedules and other critical KPIs(ACW, ATT and etc.)
- Update Aspect based on changes in schedules or approved requests
- Perform Skill changesintra-day for supported sites for BCP, DR, and light Service Level load balance (excluding initial skill setup and decommission-- typically performed by a technology entity)
- Act as point of contact for troubleshooting(headset, login issues and etc.) and tool admin
- Support C-IDO with BCP and other high impact events at the site level
- BA/BS preferred with minimum 7-10 years of experience in telecommunications leadership/management role with specific knowledge managing large network operations centers.
- Experienced in budgeting, scheduling, forecasting / forecast modeling, workforce management / workload allocations, staffing models, capacity planning
- Helpful to understand- technical knowledge of telephony, VOIP, Internet, Data, TV and Network Operations.
- Experienced in managing large teams and developing operational metrics.
- The candidate must possess outstanding interpersonal skills, presentation skills and strong oral and written communication skills.
- Strong working knowledge of network management tools and operating systems required.
Frontier Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.