Director - Resource Planning (Opportunity in Coquitlam, BC)

Category: Telecommunications
Division: Telecom Field Operations
Location: ON - Toronto
Job ID: 6620
Job Status: Open

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Job Summary

Our Technical Services division builds and supports communication networks all across North America. It takes hard work and innovation — and we need more great people to maintain this standard of excellence.

 
We are seeking to fill the role of Director - Resource Planning based in Coquitlam, BC to lead the strategic resource planning and support functions for the 24x7 deployment of our telecommunications field operations teams across Canada and the United States. This role will run a team focused on the deployment of installation repair work to teams focused on consumer and business services, and call-outs associated with network activities.Candidates in Ontario willing to relocate to BC will be considered.

Reporting to the Vice President of Field Operations this role will define, organize and manage all aspects of the customer experience from the point when a customer requests the service, to allocating the resources and to conducting the customer satisfaction follow-up.

Responsibilities

  • Work with trended data forecasts from multiple sources to understand and inform the business of desired resource availability
  • Ensure that the Field Operations strategy is adopted at every level within the approximately 1000 technicians across North America
  • Align the direction of resource planning and dispatch teams in support of LTS’ strategy and priorities
  • Work with field business leaders in developing consistent reward, recognition and performance management programs
  • Build and lead a high performing team of resource planning and deployment managers to deliver operational excellence in the areas of:
    • Managing SLAs in a deployment centre that dispatches work and facilitates internal and external field technicians as they fulfill customer install and repair orders in the field across the country
    • Increasing efficiency and effectiveness of the planning and dispatch centre through the development and deployment of standardized best practices across all customer segments and geographies that LTS serves
    • Delivering on-time arrival of technicians at customer locations for all install and repair appointments, and reducing/eliminating instances of missed due dates and missed work
  • Maximize the utilization of internal field technicians while leveraging and collaborating with external partners in the delivery of services
  • Build a deployment team that creates a competitive advantage through best in class processes and field execution
  • Ensure employee engagement, support and recognition is a priority and carried through at all levels in the organization
  • Advise management concerns about the services, capabilities, and standards of resource plan
  • Keep abreast of industry trends and emerging concepts relative to planning and deployment for the purpose of developing continuous improvement plans
  • Develop appropriate metrics for measuring quality, performance and costs
  • Network with business unit leaders to understand regional and client business issues/drivers
  • Provide leadership and consulting across the organization to support strategic decision making

Requirements

  • 5+ years operational leadership experience in a similar capacity or a related senior management position, preferably in the telecommunications industry
  • Bachelors or Masters degree in Business or a related field
  • Demonstrated leadership experience and understanding of service assurance, delivery, and fulfillment processes and technologies
  • Experience interacting with and managing geographically dispersed teams
  • Proven history of being able to execute on objectives while achieving desired time, quality, and cost standards
  • Strong written and verbal communication skills, with the ability to communicate ideas, project and process concepts to all levels of the organization
  • Ability to plan and organize workload and work with multiple deadlines
  • Ability to secure co-operation and commitment from peers in other departments and divisions
  • Understanding of business issues and challenges within the telecommunications industry
  • Proven motivator with the ability to create a high performing culture empowering field technicians, supervisors and managers in the pursuit of customer excellence
  • Direct experience with managing change
  • Strong analytical and problem solving skills and able to apply a methodical approach to resolving problems
  • Demonstrated budget expertise and financial control skills

Work Conditions

We offer an exceptional work environment. Management is approachable, ethical and accountable. Innovation is respected, effort is rewarded and job safety is a primary focus for absolutely everyone : zero incidents is the goal. Hours are reasonable, home life is encouraged and remuneration is competitive.

  • This position will require some travel and the ability to work a flexible work schedule due to the 24/7 nature of LTS Field Operations
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