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Company (NYSE: Company) is the second largest U.S. communications provider to global enterprise customers. With customers in more than 60 countries and an intense focus on the customer experience, Company strives to be the world’s best networking company by solving customers’ increased demand for reliable and secure connections. The company also serves as its customers’ trusted partner, helping them manage increased network and IT complexity and providing managed network and cyber security solutions that help protect their business.
Provides direct supervision of the Technicians who make up the Enterprise Repair Electrical Team. The primary responsibility is the ownership of Customer-Facing Repair experience of the Products and Services that use the Company Transport and IP Network.
Our Technicians provide proactive and reactive network repair, surveillance, monitoring, troubleshooting, coordination and restoration of service-affecting or potentially-affecting network events/issues. Technicians frequently collaborate with Customers, Vendors, Local Exchange Carriers and other internal Company
workgroups. Typically, the interaction is during the time of a service outage.
Technicians also track trouble restoration activities, coordinate restoration efforts, notify stakeholders of the status of restoration activities, escalate issues that need additional support and document steps taken to resolve network outages. This position is responsible for providing Superior Service to our growing customer base.
This is a day shift position, but could change as needed.
The Main Responsibilities
Responsible for scheduling day-to-day activities. Assigns tasks, checks work, develops schedules and may perform individual tasks related to group
Provides supervision for our evening teams in St. Paul MN and Apopka FL and support to work functions assigned within the position’s area of responsibility
The ability to Supervise employees in a Bargained For environment
Ensures that adequate staffing is in place to handle the work function assigned to the position’s area of responsibility
Monitors individual employee performance on an ongoing basis. Responsible for conducting formal reviews with employees under this position’s supervision, as required in the Company’s policy on performance evaluation
Acts as the primary point of contact on issues that require escalation. Manage escalations, provide updates to escalations, own and drive resolution within team our outside team. Monitors, evaluates, and takes corrective action necessary to meet or exceed objectives assigned to his or her area of responsibility
Assist in planning and implementing new procedures promptly, allowing employees the ability to carry out their responsibilities
Assists in the selection and training of employees within the center
Promotes good employee relations through effective communication and support of Company, Network and department policies
Review daily reports relating to area of responsibility, taking corrective action required to obtain objectives.
Reports issues that can affect the overall performance of the team.
Review and/or provide weekly and monthly reports to management on team metrics and performance
Administers company policies and monitors the daily results, costs, and methods of the work group
Ensures that all functions are performed in a timely fashion and meet corporate and departmental specifications
Be available for after hour's escalations/engagement by employees, customers or management (On Call rotation duties).
Other duties as assigned.
What We Look For in a Candidate
Experience in a supervisory role with demonstrated success in managing a team of multiple employees.
Coaching and leading the teams to meet/exceed set objectives and the needs of the business
Stationed in St Paul MN and the ability to supervise our other technical team located in Apopka FL.
Basic or better understanding of Transport and Internetworking technology
Exemplary verbal and written communication skills. Must have the ability to engage in written and verbal communications with all levels of Company employees, customers and partners
Self-development orientation, initiative, delegation, development of subordinates and setting of work standard
Knowledge of PC applications (Microsoft Office, Internet Explorer, Microsoft Outlook, SAP). Utilize Microsoft Word and Microsoft Outlook to document and communicate business information
Utilize Microsoft Excel to create spreadsheets, generate department performance reports, and analyze report data
Demonstrated high personal work standards
Must be able to develop and implement new processes and procedures that will increase productivity while lowering cost
Must possess strong planning, organizing, and implementing skills, along with conflict resolution and negotiation skills
Possess high integrity and ethical behavior and hold others to same standards
Experienced supervision in an Operations environment
5 plus years of supervisory experience in network operations or customer contact environment overseeing employees responsible for managing network support issues
Proven ability to work in a dynamic team environment with ever changing requirements and ability to adapt quickly to those changes
Associate degree in a related field or equivalent work experience. Typically, 5 years of relevant experience
Knowledge of various network applications including NTM-Remedy, Clarify, Company Control Center, and ACD call tracking systems such as Cisco Finesse
Alternate Location: US-Minnesota-St Paul
Requisition #: 225860
This job may require successful completion of an online assessment.
We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.
The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.
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