Operations Network Planner
4 days ago
Network Planning is a specialist role with a high level of technical and professional expertise, which has a high degree of impact on the operations of the business and that technicians are scheduled effectively to consistently achieve Productivity levels and other relevant measures. Linked to this will be a close and effective working relationship with Operational network leaders, leading hands and Service Delivery teams.
With no one day being the same you will be fast thinking and acting with an ability to focus on solutions. You are expected to demonstrate superior customer service skills that will exceed our customer’s expectations. You will bring a positive, professional outlook, that is welcoming and empathetic to others, extremely customer centric and a solution focused approach. You will have a great attitude, communicate well and have a supportive approach to our internal and external customers.
Our operations vision is consistency in responding to all contacts and converting every opportunity into a delighted customer. Contributing to the Smith&Smith® vision of being the natural choice in glass, through the protection of our trust capital and providing exceptional service to our customers both internal and external.
Principal
**Responsibilities**:
Competency
Description
Job management - Manages and coordinates the planning and scheduling systems, work processes and reports necessary to support the management of technical resources
- Management of technician productivity, optimising opportunities in day and future scheduled jobs - Optimizing opportunities to effectively manage job volumes and speed of service. - Proactively ensure planned jobs are coordinated between customer and technical resource - Managing “no shows” and ensuring retention is maximised - Managing at risk jobs and rescheduling as required to optimise tech productivity and service delivery - Review of job bookings across the week and identify gaps in productivity
**Job Description**:
2 | P a g e
Position Title
Operations Network Planner - Review and address “TO DO”/violations screens in OSP - Manage unplanned jobs in OSP and load in plan - Support Area Managers with changes as requested.
- Liaise with service locations regarding job schedules to ensure optimisation of technicians to meet customer demand
Operational Excellence - Ensures planning compliance and optimization, Check for changes in ORTEC outside of current process i.e. change in admin times, not working full days, unexpected time blocking
- Identify regions that have low productivity/SOS and advise BM if there is opportunity to send techs to other locations.
- Identify opportunity to improve optimization, move resources and liaises with Area Managers in daily call.
- Responsible for keeping customers and team members informed. - Ensures that scheduling deliverables are accurate and delivered to in a timely manner.
- Complete activities and tasks to support the network operations as requested and required
Quality, Process and Continuous Improvement
- Understands and operates within Belron NZ standards and policy guidelines, following business processes and rules, adhering to IT and data management policies
- Ability to accurately gather and record full information and maintain integrity of our data, systems and processes
- Prioritise workload to ensure tasks of the greatest importance to the business is undertaken within agreed timelines and to a high standard
- Demonstrate ownership, energy and urgency and an ability to work autonomously
- Look for opportunities to gain efficiency or improve quality and provide suggestions for change by promoting continuous improvement in customer service delivery
- Thorough understanding of computer-based systems and administration systems, adhering to IT and data management policies
- Maintain knowledge of the systems, products and services we offer.
- Build good local knowledge - to support service efficiencies
- Be familiar with and actively promote adherence to company guidelines, policies and procedures
- Looks for opportunities to gain efficiency or improving quality and providing suggestions for change
Performance Standards
Achieve high performance, goal-oriented outcomes by:
- Fully understanding individual targets, results, key performance indicators and your role in the delivery of these
- Performs to meet and exceed individual targets, results, key performance indicators in relation to (but not limited to):
- Productivity of technicians within Area
**Job Description**:
3 | P a g e
Position Title
Operations Network Planner
- Rebook reasons
- Customer Delight
Administration
- Refining rosters to optimise workforce availability to support location operation
- Maintenance of technician data within Areas
Personal Development
Commitment to ongoing development and attainment of skills and capability by:
- Maintaining knowledge of the systems, products and services we offer
- Undertake special proje
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