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Supervisor, HFC Network Operations Center
Mediacom Communications
West Des Moines, IA, United States
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GENERAL RESPONSIBILITIES:
This position is responsible for supervising the day to day activities of the HFC Operations Center. This position includes responsibility for dispatch functions, supervising and scheduling dispatchers and analysts, assisting with system tech quota and scheduling, assist with MWS operations, plant improvement using analytics, and staff development and training.
SPECIFIC RESPONSIBILITIES:
• Responsible for supervising shifts, each shift containing a tiered structure of support. Supervisors will actively work with all other internal organizations to resolve issues and to bring about improvements within operations.
• Responsible for ensuring continuous process improvement, trouble and outage procedures and workflow integration with other support groups as well as the field operations groups.
• Responsible for hiring, monitoring, evaluating and training of dispatch and analytical personnel.
• Responsible for providing guidance through the use of our tool platforms such as SAA and analyzing Plant Performance metrics to determine work locations on a priority basis.
• Establishes and communicates goals to dispatchers that result in excellent customer satisfaction and achievement of business objectives.
• Responsible for setting up all MWS auto routes for system techs in all areas in all Region.
• Ensure all policies, procedures and practices are followed.
• Monitor incoming phone and instant messaging to maximize performance and assure accuracy.
• Provide fill-in support for dispatchers and analysts to assure all dispatch functions occur on-time and in an orderly fashion.
• Perform other duties as required or assigned.
PREFERRED EXPERIENCE/SKILLS:
• Bachelor’s Degree in Engineering, Communications, Business Administrations or related field or equivalent experience.
• Prior supervisory/management experience strongly preferred.
• 2+ years of experience in telecommunications industry.
• Strong problem solving skills, resourceful and demonstrates effectiveness in making decisions.
• Strong oral communication and interpersonal skills.
• Ability to work independently with good organizational skills.
• Demonstrated ability to be innovative and forward-thinking.
• Demonstrated use of computer programs including but not limited to Microsoft Office, Project, etc.
• Excellent planning skills with a track record of successful accomplishments.
• May have to work various hours / shifts as required.
• Regular Attendance Required.
OTHER EXPERIENCE/SKILLS
• Must be an effective and capable of energizing others to achieve goals
• Must be able to accomplish multiple tasks simultaneously
• Knowledge of Arris SAA and Arris WFM Systems or similar tools