Supervisor Regional Operations Center

Manages the Regional Operations Center (ROC) team, serving as the first-line Outside Plant (OSP) Hybrid Fiber Coax (HFC) network surveillance. Responsible for alarm and intake triage, correlation, collection and collation of key information; ticket and/or work order creation, dispatch, fix agent support and ticket/work order resolution. Also responsible to ensure effective communication with stakeholders and interested groups, and provides the best possible customer experience while also meeting the needs of both the business and the internal customers. Shift will be either Sunday-Thursday 11pm-8am or Tuesday-Saturday 11pm-8am.

• Actively and consistently supports all efforts to simplify and enhance the customer experience.
• Supervises ROC specialists by coaching, counseling, training and providing feedback.
• Responsible for meeting established team goals, monitoring and controlling workflow and contributing to the effective operation of the Field Operations Engineering teams.
• Ensures compliance with departmental policies, procedures, and practices.
• Supervises outside plant (OSP) monitoring, ticketing, change management, work prioritization, and dispatch of Maintenance Technicians through Lighthouse. Also utilizes reporting products to address and repair service and plant incidents for the Hybrid Fiber Coax (HFC) network.
• Participates in system enhancements for performance, helps identify ways to improve call and truck roll avoidance, MTTD, MTTR etc. and increase effectiveness of the Field Maintenance workforce.
• Interviews and assists with the selection and training of new ROC specialists.
• Analyzes phone, email, IM and other transactional metrics to identify and implement internal/external customer support process improvements and efficiencies.
• Assists in the assessment of web based tools to enhance work flow and operational effectiveness.
• Documents, compiles, and correlates various reports, including outage logs, on-call updates, degradation reporting, quality control, corporate reports, trouble call reports to improve customer service and overall performance of the ROC team.
• Communicates pertinent information including work flow issues, outages, etc. to other systems and functional groups to enhance operational efficiency while following the ROC Playbook.
• Performs other duties as assigned.

Required Skills/Abilities and Knowledge

Ability to read, write, speak and understand English

Ability to manage a diverse employee base

Ability to accept constructive feedback and promote a positive company image

Organizational and motivational skills, including the ability to prioritize work

Substantial customer service skills and initiative

Written and oral communication skills, including the ability to interact with all levels of management, staff and the public

Ability to work effectively across organizational boundaries as needed to resolve issues

Can contribute positively as part of process improvement teams and system/software implementation projects

Ability to review, analyze, and audit report and information output for accuracy and efficiency

Ability to define and solve a variety of problems by collecting data, establishing facts, and drawing valid conclusions

Ability to interpret technical instructions and reports in mathematical or diagram form

Demonstrated understanding and knowledge of HFC networks, Wi-Fi networks, Fiber Optic topologies, and Converged networks

Knowledge of and proficient in the use of common software applications such as: Microsoft Office Suite, Instant Messaging, WebEx, etc.

Knowledge of generally common monitoring and ticketing tools such as Remedy, Eventrak, Scope, and Lighthouse preferred.

Knowledge of Charter products and services and familiar with appropriate terms and abbreviations when discussing Industry concepts and issues Ability to write routine reports and correspondence

Ability to distinguish and identify various colors to identify multiple alarm states in tools and software

Ability to work independently and as part of a team

Required Education

High school diploma or equivalent

Required Related Work Experience and Number of Years

Telecommunications-related Technical or Dispatch Operations, Network - 4

Prior supervisory experience preferred - 1

Operations Center or other relevant experience

Preferred Education

Two-year degree or certificate with emphasis in telecommunications or IT preferred

Completion of SCTE broadband and network maintenance related courses

A+, N+, and/or MCSE or related certifications

Charter ROC NCTI progression courses

Preferred Related Work Experience and Number of Years

Supervisory or leadership experience - 1+

Working Conditions

Office environment

Must be able to work all shifts including evenings, weekends and some holidays

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