Sup, ROC
Manages the Regional Operations Center (ROC) team, serving as the first-line Outside Plant (OSP) Hybrid Fiber Coax (HFC) network surveillance. Responsible for alarm and intake triage, correlation, collection and collation of key information; ticket and/or work order creation, dispatch, fix agent support and ticket/work order resolution. Also responsible to ensure effective communication with stakeholders and interested groups, and provides the best possible customer experience while also meeting the needs of both the business and the internal customers.
- Actively and consistently supports all efforts to simplify and enhance the customer experience.
- Supervises ROC specialists 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 Field Operations Engineering teams.
- Ensures compliance with departmental policies, procedures, and practices.
- Supervises outside plant (OSP) monitoring, ticketing, change management, work prioritization, and dispatch of Maintenance Technicians through Lighthouse. Also utilizes reporting products to address and repair service and plant incidents for the Hybrid Fiber Coax (HFC) network.
- Participates in system enhancements for performance, helps identify ways to improve call and truck roll avoidance, MTTD, MTTR etc. and increase effectiveness of the Field Maintenance workforce.
- Interviews and assists with the selection and training of new ROC specialists.
- 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.
- 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 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.
- Performs other duties as assigned.
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to manage a diverse employee base
Ability to accept constructive feedback and promote a positive company image
Organizational and motivational skills, including the ability to prioritize work
Substantial customer service skills and initiative
Written and oral communication skills, including the ability to interact with all levels of management, staff and the public
Ability to work effectively across organizational boundaries as needed to resolve issues
Can contribute positively as part of process improvement teams and system/software implementation projects
Ability to review, analyze, and audit report and information output for accuracy and efficiency
Ability to define and solve a variety of problems by collecting data, establishing facts, and drawing valid conclusions
Ability to interpret technical instructions and reports in mathematical or diagram form
Demonstrated understanding and knowledge of HFC networks, Wi-Fi networks, Fiber Optic topologies, and Converged networks
Knowledge 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 Remedy, Eventrak, Scope, and Lighthouse preferred.
Knowledge of Charter products and services and familiar with appropriate terms and abbreviations when discussing Industry concepts and issues Ability to write routine reports and correspondence
Ability to distinguish and identify various colors to identify multiple alarm states in tools and software
Ability to work independently and as part of a team
Required Education
High school diploma or equivalent
Required Related Work Experience and Number of Years
Telecommunications-related Technical or Dispatch Operations, Network - 4
Prior supervisory experience preferred - 1
Operations Center or other relevant experience
Preferred Education
Two-year degree or certificate with emphasis in telecommunications or IT preferred
Completion of SCTE broadband and network maintenance related courses
A+, N+, and/or MCSE or related certifications
Charter ROC NCTI progression courses
Preferred Related Work Experience and Number of Years
Supervisory or leadership experience - 1+
Working Conditions
Office environment
Must be able to work all shifts including evenings, weekends and some holidays
Job Code : ENO410
2024-33520
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A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
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