Manager, Regional Operations Center

Responsible for the Regional Operations Center (ROC) team, serving as the first-line Outside Plant (OSP) Hybrid Fiber Coax (HFC) network surveillance. Team is responsible for alarm and intake triage, correlation, collection and collation of key information; ticket and/or SRO creation, dispatch, fix agent support and ticket/SRO resolution. Ensures effective communication with stakeholders and interested groups. Shift is Sunday-Thursday 11p-8a.

Major Duties and Responsibilities

Actively and consistently supports all efforts to simplify and enhance the customer experience.

Provides direction to the ROC supervisors and teams by hiring, coaching, counseling, training, and providing feedback.

Responsible for meeting established team goals, monitoring and controlling workflow and contributing to the effective operation of the Regional Field Operations Engineering teams.

Ensures compliance with department policies, procedures, and practices.

Manages outside plant (OSP) monitoring, ticketing, change management, work prioritization, and dispatch of Maintenance Technicians 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.

Implements improvements for employee engagement with existing and new company strategies.

Assists in the assessment of web based tools to enhance workflow and operational effectiveness.

Documents, compiles, and correlates various reports including outage logs, on-call updates, degradation reporting, quality control, corporate reports, and 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.

Establishes positive employee relations through effective communication and ongoing support.

Participates in professional development for operations center staff to specifically focus on forward looking technical and organizational skills.

Supports the supervisory staff in management of team members, including performance reviews, employee counseling, career development, and staffing as needed.

Ensures methods and procedures are implemented and followed by ROC staff.

Develops an effective front line leadership team and assist with developing their direct reports to drive a high performance proactive culture and environment.

Adheres to all applicable local, state, and federal regulations.

Performs other duties as assigned.

Required Skills/Abilities and Knowldge

Ability to read, write, speak and understand English

Demonstrate leadership skills

Ability to manage multiple projects, resources, priorities, and timelines

Demonstrated written and oral communication skills, including ability to interact with all levels of management, staff and the public

Ability to work across organizational boundaries

Ability to review, analyze, and audit report and information output for accuracy

Ability to define and solve a variety of problems by collecting data, establishing facts, and drawing valid conclusions

Ability to confidently make decisions

Ability to interpret an extensive variety of technical instructions and reports in mathematical or diagram form and deal with multiple variables

Demonstrated knowledge of HFC networks, WiFi networks, Fiber Optic topologies, and Converged networks

Ability to use applications such as Microsoft Office Suite, Instant Messaging, etc.

Knowledge of monitoring and ticketing tools such as Remedy, Eventrak, Unified, and TTS preferred

Knowledge of Charter products and services

Knowledge of industry terms and abbreviations

Ability to write routine reports and correspondence

Ability to work independently and as part of a team

Required Education

Bachelor's degree or equivalent experience

Required Related WOrk Experience and Number of Years

Supervisory or management experience - 2
Technical operations and/or Dispatch operations experience - 5

Preferred Education

Completion of SCTE broadband and network maintenance related courses

A+, N+, and/or MCSE or related certifications

Working Conditions

Office environment
May require travel locally, regionally, and nationally
Must be able to work all shifts including evenings, weekends and some holidays
Must possess a valid Driver's License with a satisfactory driving record