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About this job

Posting Job Title:Sr Director, Tech Support Ctr
Requisition #: 168135BR
Posting Location: Morrisville, NC, US
Area of Interest:Engineering/Technical Operations
Position Type: Full Time

Posting Job Description

Job Title: Sr. Director, Technical Support Center (TSC)
Reports To: Regional Vice President Operations – Carolinas
Location: Raleigh, NC


Position Summary
Provides leadership and sets strategic direction for the TSC management and staff. Includes development of TSC business plans and budget for short and long term business needs, ensures that all applicable Standards of Performance are being met and that the TSC is operating within established budget. Responsible for the Dispatch Function capacity planning for all field operations activities, including the building and updating of schedules/calendars for all work order types. Additionally, responsible for the overall Maintenance dispatch and network operations functions including analyzing key outage and system performance data, gathering feedback from appropriate departments, verifying all field resources are being routed and supported effectively, proactively identifying and communicating system outages within the fiber and coaxial network, and dispatching resources needed to resolve system outages in a timely manner.

Essential Job Functions
Conducts long range needs analyses and planning as it relates to marketing campaigns, new product rollouts, etc.Ensures field capacity is being accurately forecasted and adjusted to meet projected work volumes, changing business needs and customer expectations, maintain and forecast labor needs utilizing the labor model.Effectively coordinates with finance to ensure labor requirements (and associated CL costs) are accurately identified for budget and Outlooks.Develops and implements Regional and Enterprise-wide standardized policies and procedures for dispatching, network surveillance, event management, and escalations to ensure the highest level of customer satisfaction and system up-time.Partners with leaders of other functional groups (e.g. Technical Operations Field Resources, Engineering, and Care) to successfully meet shared business objectives.Interacts with various vendors to determine appropriate hardware/software needs and facilitates the purchase of new equipment such as ARRIS, Pointview, SageQuest, etc.Directly responsible for ensuring we deploy sufficient technician capacity where needed to fulfill all installation and service demand.Accurate assignment of workload on schedule date to maximize route efficiency, and meet on-time requirements. In the TOC, responsible for monitoring network performance, and the prompt deployment of maintenance & repair resources on any network outage/impairment, and minimizing customer service disruptions.Accountable for accurately assessing labor demand -- accounting for projects, marketing plans, and inherent seasonality -- and ensuring both In House and Contract labor is deployed accordingly.Responsible for staffing and development of the Dispatch/TOC/ATS staff to meet service level and performance expectations, and ensuring they remain current on rapidly developing technological and process changes.Has full autonomy in the deployment of fix agent resources for any HFC plant outage or impairment.Responsible for the development and implementation of process and training to ensure this happens flawlessly within a staff of 300+.Direct accountability for the TSC expense budget with indirect responsibility for the expense budget for total Tech Ops, and which is directly impacted by the performance of the TSC.
Job Requirements
Highly proficient with workforce management tools, concepts, and applications -- Arris Work Assure expertise preferred.Comprehensive knowledge of technical aspects of cable.Excellent math and analytical skills - expert in usage of excel.Excellent communication and presentation skills.Strong leadership skills with ability to achieve results through partnerships.Education:

Bachelor’s Degree with 7-10 years relevant work experience and minimum 4-6 years in a leadership role.


Time Warner Cable offers competitive benefits to include medical, dental, vision, a matched 401(k) plan, tuition reimbursement, employee discounts on Time Warner Cable services.

FCC Unit_TWC: 0593
Controlling Establishment ID: 00122 - Morrisville Innovation 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

TWCTOP970