TLC, Quota- Elmhurst -TLC, Quota- Elmhurst -Elmhurst, IL -Requisition #:178068 -Job Type:Full Time -Location:Elmhurst, IL -Team:Tech and Field Operations -Pub Date:3/28/18 Job Summary: Responsible for building and managing appointment availability across assigned work areas. Works in partnership with leadership to retrieve/update field technician schedules, exceptions, and applicable information. Coordinates the reallocation and assignment of field technicians to management areas to align with forecasting models and achieve/exceed work order service level agreements (i.e. Average Time to Repair [ATTR], Average Time to Installs [ATTI]). Direct contact with customers may be required. Works with moderate supervision/guidance. Accountable for individual results and impact on team. Core Responsibilities: - Coordinates/administrates both in-house and business partner field technician schedules and information to build/manage quota in line with management directives, forecasting models, and work order service level agreements. - Provides daily support for the planning/entry of both in-house and business partner field technician labor (quota) to fulfill work order volumes. - Uses workforce management system or applicable system/tool to build and manage quota. - Ensures the reallocation and assignment of field technicians across management areas, as needed. - Actively manages work order volume and modifies/grooms quota to minimize delays with customer appointment scheduling to improve the overall experience for other teams as well as customers. - Coordinates with field leadership to manage field technician scheduling with the goals of adhering to exception percentages, achieving ATTR/ATTI objectives, and aligning to established process/policy guidelines. - Develops/distributes reports as required by leadership, to support business objectives. - Leverages department ticketing systems or applicable escalation tools to communicate, document progress, note customer interactions, and disposition/code results from escalations in alignment with quality guidelines. - Uses company technology, support tools, and contact systems to the fullest potential and as outlined by established business processes/protocol. - Advises and assists field leadership in the development and execution of field staffing plans and shift bids. - Communicates proactively with field personnel and external customers with the goal preventing escalations and improving the customer experience. - Escalates potential issues/concerns as identified by consistent monitoring, reporting, and remote tools. - Must meet or exceed established goals and operational performance metrics. - Regular, consistent, and punctual attendance. Must be able to work nights, weekends, holidays, variable/flexible schedule(s), and overtime as necessary. - Other duties and responsibilities as assigned. Job Specification: - High School or Equivalent - - - Generally requires 2-5 years related experience.