Supv, BCFAST (Business Class Field Advanced Support Team) Job - Full-time

Posting Job Title:Supv, BCFAST (Business Class Field Advanced Support Team)
Requisition #: 172333BR
Posting Location: Brooklyn, NY, US
Alternative Locations: United States - New York - Middletown, United States - New York - New York;;
Area of Interest:Customer Service/Member Services
Position Type: Full Time

Posting Job Description

Time Warner Cable currently seeks Supervisors, BCFAST (Business Class Field Advanced Support Team) for our Business Services Network Support Department.

Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.

Purpose:
Supervisor Network Specialist position will provide 24/7/365 outage detection and resolution support for the division in a manner consistent with Time Warner Cable’s policies, procedures, quality standards, customer’s needs, and applicable local, state and federal regulations.

Job Duties:
Provide a centralized focus for the key elements impacting customer satisfaction and network reliability.
The department will be responsible for providing proactive network health monitoring, reactive issue resolution support and change management program and problem trend analysis to the NEO-WPA division.
This will minimize outage and network impairment time, improve network availability, thus improving the customer experience with our various product lines.
A variety of tools, reports and data will need to be used and correlated to establish normal business trends that will be used to identify irregularities with current activity levels.
The supervisor is required to interface with other divisional and regional employees within the Technical Operations, Customer Care, Engineering, Residential, Commercial, and Government and Public Relations departments to facilitate repairs, improvements and communications concerning our various networks, headend, hub, drop and outside plant systems.
The supervisor will have a significant role in the overall management and implementation of our regional Disaster Recovery and Business Continuity plan.
The Supervisor will be an integral part of employee development by providing continual training to the entire department. Training topics will be distributed equally among the supervisors and manager to ensure adequate coverage.
Work schedules will be coordinated amongst the supervisory staff, manager, and director, to maximize management coverage throughout the 24/7/365 work week. Holidays, weekends, overnights, ‘non-traditional’ work hours, and sporadically-changing schedules are a required part of the Network Operations Supervisor position.

Essential Function:
Supervise timely declaration and escalation of unplanned, planned and demand outages, including the associated data collection and reporting.
Provide correlation analysis between outages and call center call volume.
Provide the division with proactive updates on potential customer impacting issues (ie incoming hazardous weather systems, cable box or modem software anomalies, single service issues, network problems, planned maintenance).
Proactively monitor all areas of the Time Warner Cable HFC Network using a variety of tools to identify network problems.
Work in conjunction with the appropriate department/fix agents to resolve the issues timely. This includes bandwidth monitoring (HSD & VOD), ingress mitigation, pending trouble call distribution, overall upstream and downstream plant health. (This includes the creation and implementation of a ‘plant management plan’.)
Monitor and report on 2-way status of newly installed CPE devices.
Monitor and report on " non-responder " CPE volume within the division.
Provide ongoing trouble call resolution trend analysis and chronic problem customer issue escalation.
Build and maintain positive relationships with internal and external customers on an ongoing basis.
Project a positive attitude and be a team player.
Hire, train, mentor and support department employees as well as assist in training, cross-training, monitoring, and reinforcement of procedures and guidelines.

Preferred Qualifications:
Knowledge of ICOMS, Excel, Word, RF plant, IP networks, and HSO systems.
Must have sufficient knowledge of the use of the monitoring and diagnostic tools, including Big Brother and Unified.
Experience building and analyzing metrics, data and management reports.
Experience using Microsoft Office (Word, Power Point, Excel, Access) and Internet explorer required.

Education and Experience:
Associate ' s degree (A. A.) or equivalent from two-year college or technical school; or three months to one year related experience and/or training; or equivalent combination of education and experience.

Supervisory/Managerial Responsibilities:
Supervisor: Plans, staffs, evaluates and directs work of employees of a work unit.
Oversee the BCFAST (Business Class Field Advanced Support Team).A supervisor plans, staffs, evaluates and directs work of employees of a work unit.

Legal or 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.

FCC Unit_TWC: 8341
Controlling Establishment ID: 00463 - Brooklyn Paidge 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