Supervisor, Community Solutions Centeral Operation

Company: Spectrum
Location: Durham
Posted on: November 19, 2021

Job Description:

JOB SUMMARYSupervises the Community Solutions Response Center (CSCO) team, serving as the first-line for the Managed Wi-Fi network surveillance. Responsible for alarm and intake triage, correlation, collection and collation of key information; ticket creation, dispatch, fix agent support and ticket resolution. Also responsible to ensure effective communication with stakeholders and interested groups. Provides the best possible customer experience while also meeting the needs of both the business and the internal customers.MAJOR DUTIES AND RESPONSIBILITIESSupervises 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 QUALIFICATIONSSkills/Abilities and KnowledgeAbility to read, write, speak and understand EnglishAbility to manage a diverse employee baseAbility to accept constructive feedback and promote a positive company imageOrganizational and motivational skills, including the ability to prioritize workExcellent customer service skills and initiativeAbility to work effectively across organizational boundaries as needed to resolve issuesCan contribute positively as part of process improvement teams and system/software implementation projectsAbility to review, analyze, and audit report and information output for accuracy and efficiencyAbility to define and solve a variety of problems by collecting data, establishing facts, and drawing valid conclusionsAbility to interpret technical instructions and reportsIntermediate understanding and knowledge of HFC networks, WiFi networks, Fiber Optic topologies, and Converged networksKnowledge 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 RemedyWorking knowledge of Charter products and services and familiar with appropriate terms and abbreviations when discussing Industry concepts and issuesMust understand all Charter policies and proceduresMust be able to write routine reports and correspondenceAbility to distinguish and identify various colors to identify multiple alarm states in tools and softwareEducationTwo-year degree or certificate with emphasis in telecommunications or IT preferredIndustry recognized Professional Level Network Certification or equivalent work experienceRelated Work Experience Number of YearsNetwork troubleshooting in 24x7 Operations Center 3+NOC, Dispatch, Call Center Tier or help desk support experience 3+Wireless access point (WAP), wireless router experience 2+Managing a 24x7 Operations Center 1+Commercial Wi-Fi networks experience 1+WORKING CONDITIONSOffice environmentWork in a 24x7 Network Operations EnvironmentAfter-hours on call responsibilitiesEOECharter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/DisabilityCOP406 294768 294768BR

Keywords: Spectrum, Durham , Supervisor, Community Solutions Centeral Operation, Other , Durham, North Carolina