Manager, Technical Operations Job

Posting Job Title:Manager, Technical Operations
Requisition #: 161621BR
Posting Location: Pittsfield, MA, US
Area of Interest:Customer Service/Member Services
Position Type: Full Time

Posting Job Description

Time Warner Cable currently seeks a Technical Operations Manager for their Technical Operations Department in Pittsfield, MA.
Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.
Purpose:
Responsible for managing the daily operation of all activities supporting Residential Technical Operations for all products including Video, HSD, & Digital Phone. Act as a point of escalation for installs and service calls and as technical contact for Business Services department.
Key Responsibilities:
- Provide guidance and direction to staff including hiring, disciplinary action, staff development, goal formulation and performance review. Supports company ' s policies and procedures including AA/EEO goals.
- Manage all installation, service, and line activities including overseeing all employees and projects in those areas ensuring that the work is handled expediently and within TWC specifications (while adhering to policy, productivity, process, and compliance guidelines.)
- Develop appropriate work productivity, quality and cost standards for all field service technicians; and report on the achievement to these standards.
- Collaborate with local technical operations centers to ensure quotas and staffing aligns with business goals and trended future volumes for all product lines. Keep resources consistently available by monitoring scheduling, holiday and vacation periods.
- Responsible for invoice processing through proper channels.
- Analyze Daily/Weekly metric reports to isolate areas of weakness or leading/lagging indicators of performance or cost risk.
- Handle customer complaints in a timely manner with a priority of raising levels of customer satisfaction. React with urgency and diplomacy to mitigate problems.
- Ensures all employees are properly trained in the safe performance of their jobs with particular emphasis of OSHA rules and regulations.
- Optimize practices to extract maximum efficiency from manpower by use of tracking and reports.
- Work to develop and improve existing processes that can enable the department to respond to customer ' s needs more efficiently and pro-actively.
- Follows all current and future policies providing feedback and suggestions for improving/modifying policies and processes on an ongoing basis.
- Responsible for the quality of work, process adherence, escalations, tools deployment and coaching/mentoring of Supervisors and Technicians.
- Interface with all internal and external groups, as required, including Engineering, Dispatch, TOC, Customer Care, etc.
- Work collaboratively with local geographically-based teams to establish clear lines of communication on expectations. Develop feedback mechanisms and a process to jointly implement solutions to address needed improvements with urgency.
- Balance business objectives, technology, future plans, and availability of resources to optimize business results.
- Create a positive and respectful relationship with all colleagues.
- Ability to work in a fast-paced environment and ability to prioritize multiple tasks
- Must be willing to work in a 24x7 environment and be flexible to work different shifts as needed.
- Be familiar with and conduct business in accordance with all policies, procedures, legal and regulatory guidelines.
- Ensure that TWC ' s mission and values are carried out through personal actions and words.
- Manages special area projects planning, deadline and implementation.
- Perform other duties as assigned.
Qualifications/Skill Set:
- Must have strong leadership skills and demonstrated ability to build teams and motivate an organization to achieve sustained superior performance through effective problem solving, team building, training, recognition and coaching.
- Must possess excellent customer service work ethic, superior presentation skills, strong leadership qualities and personal initiative.
- Must have a strong, analytical working knowledge of operations, finance and expense management. Must demonstrate an understanding of metrics and ability to meet goals with a balanced eye to internal requirements and expectations of the customer.
- Must possess excellent written, verbal and interpersonal communication skills including the ability to interact with all levels of management, staff and the public.
- Must be able to deal with subordinates with fairness, consistency and objectivity.
- Must be able to maintain effective working relationships with different levels of employees in different departments throughout the company, including, but not limited to, co-workers, subordinates and management staff.
- Must be capable of interpreting company policies and procedures to implement accordingly.
- Must have a strong knowledge of budget development and project management including the ability to interpret and dissect business and financial analyses.
- Must have a valid driver ' s license with a good driving record.
Education/Experience:
- Associates degree from a college or university preferably in a related discipline like Electronics, Engineering, MIS, or Computer Science.
- Four + years of related experience or a combination of education/experience. Preferred experience in a CATV or Telecom environment.
- Knowledge of data and voice networks.
- Leadership experience - Four + years preferably experience in Telecom / MSO leadership role.
Travel Requirements:
Travel up to 20% of the time or more may be required.
Supervisory/Managerial Responsibilities:
Delegates authority to carry out work of a unit to subordinate supervisors or managers.
Legal/Financial Responsibilities:
Requires adherence to Time Warner Standards of Business Conduct. Position must assist in maintaining the confidentiality of customer and business data at all times.

TWCCB

FCC Unit_TWC: 0756
Controlling Establishment ID: 00447 - Albany Washington Ave

More on TWC:
Time Warner Cable reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.

Time Warner Cable is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status