Principal Dispatcher

Shenandoah Telecommunications Company (“Shentel”) specializes in providing High-Speed Internet and other telecommunications services to customers in the Mid-Atlantic United States. We focus on rural communities, which are often overlooked by larger companies. The Shentel family of brands includes: Shentel: Provides traditional cable Internet services for small towns and rural communities. Glo Fiber: Delivers fiber-optic Internet for customers in larger cities, as a competitor to incumbent providers. Shentel Business and Glo Fiber Business: Offers small, medium and large-scale telecommunication services for businesses and enterprises in our areas. We live and work in the same places as the customers we serve, and we are proud to support our local communities. For more information, please visit

Job Summary:
This role will provide valued support in a team environment and work within the Operations Support Center. Additionally, this team will work with the Drop Coordinators in support of the in-house and any Shentel contract partner technicians. Each member will be competent with the basic scope of Dispatching and general operational field duties associated with multi-service telecommunications networks. Responsibilities include, but are not limited to, creating, dispatching, and clearing trouble reports for all companies of Shentel. Vital to determining the nature of the trouble and the proper department to handle them, Dispatchers will analyze all reported troubles and dispatch those troubles to the proper department for the necessary service work. These actions include daily contact with internal and external customers, Network Technicians, and Management regarding service orders, dispatching and clearing of troubles, and any service problems.

Job Responsibilities:
• Maintains, evaluates, and/or creates ad hoc reports or reports on an ongoing basis.

• Learns new processes as technology and business needs change in order to update and maintain the OSC Handbook as necessary.

• This position provides guidance and training to others and gives input to the Supervisor regarding other employees’ daily performance.

• Prepares daily and weekly reports on call statistics, staff attendance, contract partner completion statistics, and overall performance.

• Manages changes to scheduling to ensure adequate daily resource coverage.

• Communicate with Management and Supervisors to ensure all of the OSC is in compliance with company standards.

• Use reporting and analytics for continuous improvement, including making recommendations to improve scheduling efficiency and call statistics.

• Collaborates with Management on identifying opportunities to further optimize the OSC workforce.

• Fills in for other positions as necessary, and may be tasked to perform support level functions, such as Capacity Planning or Drop Coordination within the department.

• Assures work queue processing across all Dispatch Business Types (Cable, Glo, and Beam) in all states or areas.

• Dispatches Technicians on troubles and orders, provides additional information to Technician as needed for troubleshooting.

• Provisions customer premise equipment (CPE).

• Assists Technicians when the customer experience or any field metric is in jeopardy due to system issues or limitations outside of the Technician’s control.

• Maintains effective contractor relationships through daily communication and leverages systems to support all lines of field operations.

• Ability to work rotating shifts, including evenings and weekends.

Qualification Requirements:
• Education: High School Diploma required. Associate’s degree is preferred. Other candidates with strong workforce, operational, and technical backgrounds and/or telecommunications industry experience will be considered.

• Experience Level:

• 5+ years of Communications/Customer Service experience required.
• 5+ years of Telecommunications experience is required.
• 3+ years of Project Management/Capacity Coordination experience required.
• 3 years of experience with workforce analytics in workforce or contact centers with at least 15 employees is preferred.
• 3 years of experience with Workforce Management software such as Commforce, Cisco, Genesys/i3, or Optimizer preferred. Must have had a Lead or SR role.

Job Skills & Knowledge:
Skill Requirements:

• Proficient with the Interactive Desktop and Quality applications in Genesys/i3.

• Highly skilled with SmartSheet applications.

• Highly skilled in the field work force scheduling system.

• Expert knowledge of Call Center Workforce Management.

• Expert in Route Optimization and Capacity planning.

Shentel provides a drug-free workplace and is an EEO employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex (including sexual orientation and gender identity), national origin, disability, or protected Veteran status.

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