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Job Details

Windstream Services, LLC

Analyst II-Customer Service (Quota) (22002803)

Customer Service

Customer Service



Virtual Office AR 0.93 - 0.97, Arkansas, United States

Job Description The quota analyst is responsible for creating and maintaining technicians’ schedules and capacity for field service demand work. This role will work closely with Dispatch Planners/Managers and Field Leadership to ensure dispatch intervals are within scope and appointments are met daily. The quota analyst is responsible for one to four states, 40 to 80 buckets, approximately 350 technicians, or equal to about 1/6th of the Kinetic footprint. Essential Job Functions - Monitor capacity reports and dashboards, adjust capacity to account for higher demand in any markets - Maintain technician schedules, including working time, non-working days, and reoccurring activities - Alert and collaborate with field leadership on solutions to add capacity in areas of high demand - Coordinate travel for technicians between donor and recipient markets - Monitor capacity solutions to ensure a return on investment and budget expectations are met - Work with routing planners and field managers to balance strategic needs of low intervals with tactical needs of met appointments - Collaborate with sales and marketing to ensure enough field capacity is available for forecasted demand - Build daily/weekly reports as needed on a rotating basis Desired Qualifications: - Proficient in problem solving - Proficient in field service systems - Knowledge of inbound dispatch systems - Good oral and written communication skills - Good organizational skills - Ability to multi-task - Innovative and highly motivated - Ability to prioritize work - Ability to perform in fast-paced environment - Ability to work in a group to reach common goal - Ability to adapt to process improvements and changes - Knowledge of basic grammar rules and business math - Basic PC knowledge and keyboarding skills - Positive, outgoing attitude Education and Experience: College degree and 2-4 years professional level experience; or 6+ years professional level related experience; or an equivalent combination of education and professional level related experience required.