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Mgr., ROC

Location: Saginaw
Posted on: September 11, 2022

Job Description:

Responsible for the Regional Operations Center (ROC) team, serving as the first-line Outside Plant (OSP)Hybrid Fiber Coax (HFC) network surveillance. Team is responsible for alarm and intake triage,correlation, collection and collation of key information; ticket and/or SRO creation, dispatch, fix agentsupport and ticket/SRO resolution. Ensures effective communication with stakeholders and interestedgroups. MAJOR DUTIES AND RESPONSIBILITIESActively and consistently supports all efforts to simplify and enhance the customer experience. Provides direction to the ROC supervisors and teams by hiring, coaching, counseling, training, andproviding feedback. Responsible for meeting established team goals, monitoring and controlling workflow and contributingto the effective operation of the Regional Field Operations Engineering teams. Ensures compliance with department policies, procedures, and practices. Manages outside plant (OSP) monitoring, ticketing, change management, work prioritization, anddispatch of Maintenance Technicians to address and repair service and plant incidents for the HybridFiber Coax (HFC) network. Participates in system enhancements for performance, helps identify ways to improve call and truck rollavoidance, MTTD, MTTR etc. and increase effectiveness of the Field Maintenance workforce. Implements improvements for employee engagement with existing and new company strategies. Assists in the assessment of web based tools to enhance workflow and operational effectiveness. Documents, compiles, and correlates various reports including outage logs, on-call updates, degradationreporting, quality control, corporate reports, and trouble call reports to improve customer service andoverall 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. Establishes positive employee relations through effective communication and ongoing support. Participates in professional development for operations center staff to specifically focus on forward looking technical and organizational skills. Supports the supervisory staff in management of team members, including performance reviews, employee counseling, career development, and staffing as needed. Ensures methods and procedures are implemented and followed by ROC staff. Develops an effective front line leadership team and assist with developing their direct reports to drive a high performance proactive culture and environment. Adheres to all applicable local, state, and federal regulations. Performs other duties as assigned. REQUIRED QUALIFICATIONSRequired Skills/Abilities and KnowledgeAbility to read, write, speak and understand EnglishDemonstrate leadership skillsAbility to manage multiple projects, resources, priorities, and timelinesDemonstrated written and oral communication skills, including ability to interact with all levels ofmanagement, staff and the publicAbility to work across organizational boundariesAbility to review, analyze, and audit report and information output for accuracyAbility to define and solve a variety of problems by collecting data, establishing facts, and drawing validconclusionsAbility to confidently make decisionsAbility to interpret an extensive variety of technical instructions and reports in mathematical or diagramform and deal with multiple variablesDemonstrated knowledge of HFC networks, WiFi networks, Fiber Optic topologies, and ConvergednetworksAbility to use applications such as Microsoft Office Suite, Instant Messaging, etc.Knowledge of monitoring and ticketing tools such as Remedy, Eventrak, Unified, and TTS preferredKnowledge of Charter products and servicesKnowledge of industry terms and abbreviationsAbility to write routine reports and correspondenceAbility to work independently and as part of a teamRequired EducationBachelor's degree or equivalent experience Required Related Work Experience and Number of YearsSupervisory or management experience - 2Technical operations and/or Dispatch operations experience - 5 PREFERRED QUALIFICATIONSPreferred Skills/Abilities and Knowledge Preferred EducationCompletion of SCTE broadband and network maintenance related coursesA+, N+, and/or MCSE or related certifications Preferred Related Work Experience and Number of Years WORKING CONDITIONSOffice environmentMay require travel locally, regionally, and nationallyMust be able to work all shifts including evenings, weekends and some holidaysMust possess a valid Driver's License with a satisfactory driving record PHYSICAL AND MENTAL REQUIREMENTSPhysical Requirements Mental Requirements EOECharter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability ENO540 320533 320533BR

Keywords: SPECTRUM, Saginaw , Mgr., ROC, Other , Saginaw, Michigan

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