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JOB SUMMARY Responsible for supervision of direct reports, including all Day of Job technical activations, repair and dispatch activities that contribute to the provisioning, activation and troubleshooting of customer installations. Installations consist of residential and commercial coax telephone; commercial coax data services including internet, Ethernet and managed router services; and complex voice services. Responsible for the daily management of the Day of Job Call Center.
MAJOR DUTIES AND RESPONSIBILITIES Manage the daily activities of the supervisors and specialists and ensure they are following the defined methods, policies, processes, and training and are properly processing all service orders; ensure achievement of productivity, quality and day of job performance metrics.
Manage daily activation processes associated with PRI, SIP Trunks, and commercial internet services that include Static IP, Managed Internet Router and Ethernet over Coax, and Hotel HD services.
Oversee the Day of Job department performances, including order processing performance metrics, phone stats performance metrics, call monitoring, error rates, completion rates, and jeopardy resolution and customer service responsiveness.
Provide guidance to Day of Job Specialists with order processing questions/issues and service complaints; answer questions regarding Day of Job phone metrics, provisioning and installation questions and concerns; provide instruction on troubleshooting techniques, including escalation procedures used internally and with trading partners as needed. Handle escalations when needed.
Collaborate with IT for the development and ongoing operational support for provisioning systems (Order Manager, NextGen and Gateway Console) and activation systems (IVR, Tech Mobile).
As the Day of Job subject matter expert for all service activation related activities, liaise with Product teams and IT for requirements of new product development or enhancements.
Assist with the budget process; manage departmental expenditures, staying within budgeted guidelines.
Manage and oversee technicians to ensure jobs are reconciled and processes are handled timely and daily.
Hire, evaluate, coach and counsel personnel in the performance of their duties; ensure that training needs are met. Monitor order processing performance for all representatives on a periodic basis and provide feedback to supervisors.
Interface with other departments through written and verbal communications to handle installation, tool and switch issues.
Evaluate and/or develop order processing practices and policies and ensure compliance with regulatory and company objectives in each telephone market.
Ensure that departmental standards regarding courtesy and productivity are maintained and that budgeted quotas are met in all telephone markets.
Perform other duties as requested.
REQUIRED QUALIFICATIONS Skills/Abilities and Knowledge Ability to read, write, speak and understand English Ability to communicate orally and in writing in a clear and straightforward manner Ability to prioritize and organize effectively Ability to supervise and motivate others Ability to use personal computer and software applications (i.e. word processing, spreadsheet, Telephone Billing Systems, etc.) Knowledge of call center reporting and call monitoring methods Knowledge of all functions and related tasks in the area of telephone service delivery Knowledge of telephone products and services Knowledge of PRI, SIP Trunks and SIP over Coax Knowledge of coax internet, Ethernet, and managed router services Knowledge of telephone regulations for customer service and service delivery Knowledge of service trouble shooting diagnostic procedures Knowledge of CBR network architecture, equipment, and software Knowledge of IP network architecture, equipment, and software Knowledge of telephone switch activation requirements and software Knowledge of telephone network element activation requirements and software Knowledge of general accounting and billing procedures
Basic knowledge of WFX workforce management or similar tools
Education Bachelor's degree in Business or related field or equivalent experience
Related Work Experience Number of Years Customer service experience call center environment 5+ Telephone experience 5+ Supervisory experience 2+
WORKING CONDITIONS Office environment Exposure to moderate noise level
7 Day Operation (Hours may vary)
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