Deployment Scheduling Assistant at Poa Internet

Mission Statement for the Role:

• To support the installation and field support teams with coordination of detailed, organized, and well communicated schedules for daily operations to support outsourced teams with work across the geographic footprint of poa operations.

Overall Responsibility:

• Assist the deployment coordinator in end to end customer communication, follow up with Field technicians and ticketing resolution for works assigned

Key SMART Results for A-Player

• To have proactively reviewed and proposed process improvement measures to uplift the overall quality of the installation & field support process-End Q3 2023
• To have coordinated field work scheduling for installations, relocations, supports and decomissions to drive operational efficiency- Monthly
• Ensure 100% of scheduled installation & support visits are completed within SLA to deliver exceptional customer service -End Q3 2023
• Ensure regular and continuous feedback sessions for continuous improvement of operations and daily deliverables whilst building relationships with 3rd Party Project Managers-End Q3 2023
• To have identified areas of improvement and training with partners and liaised with relevant internal teams to ensure trainings are scheduled, attended and bring real world value and uplift in overall performance-End Q4 2023

Department stage of development where this role sits

• Prepare for Scale / Systemisation

Key Competencies Criticality (H, M, L)

• Proven ability to evaluate, assign and escalate work based on different factors such as, time, complexity or risk to the organisation-M
• Strong written and verbal communication skills relavent to multi level internal and external stakeholders. (Talking to a customer, and contractor and a poa team lead all need different communication style)-M
• Familiarity with SAAS products such as Freshworks, 3CX, Google Workspace-H
• The ability to work in a fast paced, high pressure department where close comms and coordination are key drivers of success-H
• Attention to detail and accuracy in maintaining records and generating report-H

Mandatory Criteria if Any with no exceptions to hire:

• Diploma with a focus in management, systems or communication
• Must have atleast 1 year experience in a similar role
• Comprehensive knowledge of the tools and systems used to support the field operations.