District Routing Capacity Manager (FT Worth, TX) Job in Fort Worth, Texas US
District Routing Capacity Manager (FT Worth, TX)
Job Description The District Capacity Manager (DCM) is responsible for the overall job scheduling solution for the In-Home repair District, including implementing an effective workforce utilization plan and directing the dispatch support team. Candidates should be highly analytical, experienced in driving results to meet stated goals, and able to effectively collaborate with virtual teams. Accountabilities include meeting technician productivity goals for the In-Home repair District, technical cost per call for the District, promised customer time window attainment, and directing daily operations of dispatch team. The DCM will report directly to the Routing Center Manager with a strong dotted line reporting relationship to the District Service General Manager and interact as a peer to the District Technical Manager. The District Capacity Manager (DCM) is responsible for overall capacity management for the In-Home repair District and general management of the dispatch support team. Accountabilities include technical productivity for the In-Home repair District, technical cost per call for the District, customer promise set attainment, and associate productivity for the dispatch team. The DCM will report directly through the capacity management organization with a strong dotted line reporting relationship to the District Service General Manager and interact as a peer to the District Technical Manager. Job Duties/Responsibilities: ? Serves as a business consultant and participates as part of the District senior leadership team including monthly travel to the District for staff meetings, technical manager coaching business process updates, technician ride-alongs / roundtables as applicable. Provides direction to District General Management on capacity utilization, productivity optimization and overall resource management. Partners with District Technical Manager to drive business results 20% ? Manages a team of 8-14 Dispatchers and 1 Lead Dispatcher to execute the routing solution and continually optimize future routes. Mentors trains, and holds dispatch team accountable to achievement of business objectives. Responsible for performance management and career pathing of direct reports 20% ? Monitors District performance to response time, cost per call, customer promise and productivity metrics. Investigates business performance issues and successes and implements strategies to improve future performance based on that data. Recognizes and acts upon every opportunity to improve district performance 20% ? Responsible to develop and drive all route design activities. Designs implements the capacity utilization solution for the technical workforce, provides solutions that maintain and optimize technician profiles using capacity gap analysis. Empowers and coaches team to: Manage maintain optimal system parameters to ensure the best possible capacity management solution, build and maintain tech coverage areas, shift patterns, technical schedules, vacation and training plans, and analyze demand patterns and ensure alignment of technician coverage areas to minimize technician transit time and optimize technical productivity 20% ? Manages all strategic and tactical district operations functions as they relate to capacity management. Manages to 3rd party service levels and increases home services share by optimizing technical workforce capabilities. Some of the specific strategic and tactical operations functions include: produces productivity flash and partners with the DSGM to optimize results, ensures compliance to the Quality management System processes and company policies to ensure efficient compliant operations, ensures dispatch team and Technical Managers are working cohesively on a daily basis to maximize overall district performance and customer satisfaction, and participates on the Routing Leadership Team and as a key extension of the District staff 20% ? Accountable and responsible for key business metrics: Technical Productivity: measured as completes per day profitability per hour. Calls Handled: Construct the routing solution in a fashion that maximizes the number of service events a technician can handle in a given work shift. Travel Time and Mileage per Call: Optimize routing solution design to minimize travel between service orders. Measured in both travel minutes and mileage per call. Promises Met: Reschedules: minimize schedule date changes by managing free capacity and overbooking through short term capacity and scheduling opportunities. In-window: Optimize arrival in window through proper technician level settings and profile management. CSAT: Maximize customer satisfaction by ensuring that the right tech is available at the time the customer wants service. Response Time: Drive response time performance through optimization of shift patterns, local knowledge and SI parameters. Meet or exceed customer SLAs. Responsibilities/Skills/Experience Requirements Education Requirements: Bachelor's Level Degree Years of Related Experience: 1-2 Years Travel Requirements: 25% Required Skills: ? Computer literacy skills, experience and aptitude with computers, databases and logical systems. Knowledge of internet-based applications ? Extensive routing system knowledge ? Excellent oral and written communications skills ? Demonstrates ability to manage a virtual workforce and communicate via non-traditional means ? Works with minimal supervision and can confidently execute his / her authority to capacity management decisions. Creative thinker with structured problem solving skills. Identifies problems and opportunities for improvement and drives solutions ? Ability to handle stressful situations and work in a fast paced environment. Ability to multi-task and effectively manage time ? Strong quantitative and analytical skills. Manages with data and emotional intelligence ? Financial literacy ? Leadership abilities in planning, goal setting, coaching and execution ? Outstanding customer service skills ? Acts with urgency to anticipate and respond to issues. Open to change and the ability to implement change quickly and effectively ? Conveys a positive image of the Company in all actions and behaviors Preferred Skills: ? Previous technical management, continual process improvement and workforce planning experience a plus Job Specific Technical Competencies Education Requirements: Bachelor's Level Degree Years of Related Experience: 1-2 Years Travel Requirements: 25% Required Skills: ? Computer literacy skills, experience and aptitude with computers, databases and logical systems. Knowledge of internet-based applications ? Extensive routing system knowledge ? Excellent oral and written communications skills ? Demonstrates ability to manage a virtual workforce and communicate via non-traditional means ? Works with minimal supervision and can confidently execute his / her authority to capacity management decisions. Creative thinker with structured problem solving skills. Identifies problems and opportunities for improvement and drives solutions ? Ability to handle stressful situations and work in a fast paced environment. Ability to multi-task and effectively manage time ? Strong quantitative and analytical skills. Manages with data and emotional intelligence ? Financial literacy ? Leadership abilities in planning, goal setting, coaching and execution ? Outstanding customer service skills ? Acts with urgency to anticipate and respond to issues. Open to change and the ability to implement change quickly and effectively ? Conveys a positive image of the Company in all actions and behaviors Preferred Skills: ? Previous technical management, continual process improvement and workforce planning experience a plus Years Experience 1 - 2 Years Experience Preferred Minimum Education Bachelors Level Degree Travel Requirements Moderate (15-30%)