Job Title: Workforce Management Coordinator
Location: Chicopee, MA
Start Date: Immediate
About Gateway:
Gateway Fiber is seeking an outstanding individual to fill our Workforce Management Coordinator role. Gateway is creating a leading, national fiber-to-the-home platform. With the support of its financial sponsor CBRE Investment Management, Gateway plans to reach 500,000 homes and businesses with its service over the next several years. Gateway provides faster, more reliable internet with a simple pricing model and industry-leading customer service.
Gateway’s Beliefs About People:
Gateway believes that people want to know they are cared for both professionally and personally at work. We all share a clear vision of where the company is going and how our contributions positively affect our culture and operational performance. At Gateway, we lookout for each other and actively find ways to help one another. We all have a role in defining the path forward towards the company’s vision. We strive for a transparent environment where information is readily shared and our teams feel safe to share feedback, even if it might seem unpopular. Someone in the right role with the tools to succeed can operate autonomously to meet their objectives. Gateway’s beliefs about people shape the company and the way we do business.
Expected Outcomes and Requirements:
Gateway Fiber is seeking a detail-oriented Workforce Management Coordinator to join our team. In this role, you will be responsible for creating and managing technician schedules to ensure adequate coverage. Your attention to detail and organization will contribute to the smooth execution of new customer activations, ultimately enhancing customer satisfaction.
- Actively manage technician routes and schedules to optimize technician utilization.
- Maintain technician schedules, skills, and availability
- Monitor technician routes, including arrival time, cancellations, and additional emergency work requests and make schedule adjustments when necessary to ensure work orders are completed.
- Liase with Field Operations leadership to communicate schedule changes, address concerns, and provide guidance on workforce management policies and procedures
- Dispatch “No-Light” orders for same day service calls.
- Work within our Billing and Routing systems, continuing learning and growth with our application.
The successful candidate will bring the following to the table:
- Excellent attention to detail and organizational skills.
- Proficiency in using ticketing systems and software for data entry and tracking.
- Strong communication skills to collaborate effectively with internal teams.
- Ability to prioritize tasks and work efficiently in a fast-paced environment.
- Basic knowledge of telecommunications and activation processes is a plus.
- Proficiency in MS Office Suite (Word, Excel, Outlook) for data analysis and reporting
- High school diploma or equivalent.
What's in it for you?
- Seeing your work make a positive difference in the lives of our served communities
- Competitive salary and comprehensive benefits (medical, dental, vision, paid time-off, flexible environment).
- Locally owned, friendly, innovative company with high growth projections.
- Career development.
- To learn skills and participate in critical projects in all areas of the business.
What We Do
We're on a mission to positively impact the communities we serve through a better internet experience. Gateway Fiber is a locally-owned and operated fiber optic internet service provider.
