Workforce Management Senior Coordinator

Company Description
Zayo provides mission-critical bandwidth to the world's most impactful companies, fueling the innovations that are transforming our society. Zayo's 133,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo's communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.
This position is primarily responsible for coordinating and scheduling all Field Operations work activities in one of the 6 existing regions across the United States. This position requires very close coordination with the Field Service Manager, Field Service Engineers, and external product groups Service Delivery Coordinators.
Responsibilities

• Assignment, scheduling, and tracking of all tasks, work orders, and priority trouble tickets assigned and completed by the Field Engineers.
• Workload assessment vs field resources, and in doing so will help determine when 3rd party contractors are to be engaged to complete work assignments. This includes the coordination, scheduling, follow through and resolution of all contractor activity in those instances.
• During catastrophic network outages, OSP fiber events and sensitive ISP site issues, the WFM Coordinator may be called upon to assist the OSP and ISP teams with crisis management planning and execution. This will include activity such as resource scheduling, contractor engagement, Network Control Center communication, and basic project management.
• Participate in weekly conferences with the various Product Group teams to provide feedback and discuss items. This will include tracking issues on new and existing implementation projects, identifying field resource requirements and constraints, and pinpointing all obstacles and concerns.
• Track all equipment ordered, in shipping, received and configured to ensure equipment is available to schedule a successful dispatch and install.
• Schedule with external groups and confirm equipment has been configured and ready for deployment and installation. This includes remote configuration of IP and E-Net routers and switches and the generation and submission of Close Out Packages (COPs) for optical equipment test and commissioning.
• Contact, arrange and schedule access in advance of the dispatch to all types of buildings (Data centers, customer premise, commercial buildings) where the FE must gain access to complete the dispatch.
• Coordinate and schedule with Field Operations and external contractors (electrical, mechanical, HVAC, Fire Protection) to conduct PMI's and maintenance requirements.

Qualifications

• High School diploma.
• Technical degree in computer science or Information Technology a plus.
• Experience in OSP and Field operations preferred
• Must be proficient in all aspects of Salesforce related to Field Service Lightning and associated work orders and tasks.
• Familiarity with the ISO and Service Order Components in which the field engineers must implement.
• Equipment installation and maintenance is a plus.

Base pay range: $16.82 -$24.66/hour, commensurate with experience.
Benefits, Rewards & Wellness

• Excellent Health, Dental & Vision Insurance
• Retirement 401(k) Savings Plan
• Fitness membership discounts
• Generous paid time off policy including paid parental leave

Zayo provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, provincial or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.