M AJOR DUTIES AND RESPONSIBILITIES
Supervises CSCO team members 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 Community Solutions teams.
Ensures compliance with departmental policies, procedures, and practices.
Participates in system enhancements for performance, helps identify ways to improve call and truck roll avoidance, MTTD, MTTR etc. and increase effectiveness of the Community Solutions workforce.
Interviews and assists with the selection and training of new team members.
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.
Ensures that all process and procedures have been implemented, understood and followed for their responsible shift.
Coach and mentors teams to ensure personnel are working issues as efficiently and accurately as possible in a team oriented professional culture.
Conducts one-on-one training sessions with Staff to provide feedback.
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 team.
Communicates pertinent information including work flow issues, outages, etc. to other systems and functional groups to enhance operational efficiency.
Performs other duties as assigned.
REQUIRED QUALIFICATIONS
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
Excellent customer service skills and initiative
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
Intermediate understanding and knowledge of HFC networks, WiFi 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
Working knowledge of Charter products and services and familiar with appropriate terms and abbreviations when discussing Industry concepts and issues
Must understand all Charter policies and procedures
Must be able to write routine reports and correspondence
Ability to distinguish and identify various colors to identify multiple alarm states in tools and software
Education
Two-year degree or certificate with emphasis in telecommunications or IT preferred
Industry recognized Professional Level Network Certification or equivalent work experience
Related Work Experience Number of Years
Network troubleshooting in 24×7 Operations Center 3+
NOC, Dispatch, Call Center Tier or help desk support experience 3+
Wireless access point (WAP), wireless router experience 2+
Managing a 24×7 Operations Center 1+
Commercial Wi-Fi networks experience 1+
WORKING CONDITIONS
Office environment
Work in a 24×7 Network Operations Environment
After-hours on call responsibilities
EOE
Charter Communications is an Equal Opportunity Employer – Minority/Female/Veteran/Disability
COPBR
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