Mgr,Business Class Technical Operations Job

Posting Job Title:Mgr,Business Class Technical Operations
Requisition #: 155642BR
Posting Location: Akron, OH, US
Area of Interest:Customer Service/Member Services
Position Type: Full Time

Posting Job Description

Time Warner Cable currently seeks a Broadband Services Manager in our Business Class Department. This position will report out of Akron, OH and will be responsible for HFC Broadband Technician teams in NEO and MOH. Below please find a brief description of the essential duties and responsibilities.

Schedule - Monday - Friday, 9:00 AM - 5:00 PM

SUMMARY:

This position is responsible for the implementation, execution and reporting of diverse installation, service and customer fulfillment programs and procedures in consistently exceeding commercial customer expectations. The responsibilities include managing and directing supervisors and multi-disciplined personnel supporting Business Class legacy HFC services including music, video, high-speed data, wireless and BCP voice commercial services. This individual is responsible for ensuring compliance with all regulatory and company rules, regulations and operating requirements along with collecting, analyzing and reporting operational productivity and quality results on a daily, weekly and monthly basis. Duties include monitoring and managing employee and contractor results which meet or exceed company goals by organizing Learning and Development resources, quality monitoring, customer satisfaction scores and corporate reports to maximize results. Responsibilities include assisting with the preparation, review and approval of annual capital and operating budgets along with monitoring the resources and assets required by supervisors and employee ' s reporting to this position. Specific duties include organizing and monitoring the completion of various tasks including new customer installations, upgrades/downgrades, moves/relocations, disconnection, trouble-shooting, service and data networking problem resolution of SMB, work-from-home, medical, hospitality, and governmental and customers having HFC services. The position is also responsible for survey support, special networks/connections support and other duties related to these tasks in a manner that enables the company to provide service exceeding commercial customer expectations. This individual will provide coaching, training, daily oversight and reporting of activities related to the installation and service activities. The individual is responsible for creating and insuring that company procedures and processes are followed by employee ' s to provide 24x7 technical response 365-days a year.

Essential Functions:

Assists with the Plant Engineering & Construction teams to properly execute the programs related to node health and overall HFC plant performance.

Plan, organize and direct supervisory and staff such that all daily customer installation and service commitments are accomplished as required in a manner that is " customer-first " to exceed customer expectations.

Monitor and report on the daily, weekly and monthly activities by all personnel within his organization by insuring programs and procedures are designed, created and followed in providing the highest quality employee training, coaching and support possible.

Actively participate in creating innovative processes and procedures that insure very high levels of productivity.

Coordinate and collaborate with other Business Class and residential departments within the company to insure the success of Time Warner cable in all service delivery activities.

Actively recommend and encourage creative and innovative solutions to support constant improvement of quality by the Business Services group.

Communicate and enforce all company policies and procedures.

Interface closely with the commercial sales group and with other departments in the division as required.

Ensure that team members have the tools necessary to complete their assignments.

Ensure that all required performance measures are met.

Ensure that the workplace is in compliance with all safety requirements.

Direct supervision of 8-10 personnel.

Expected travel to NEO and MOH teams 25% per calendar month or as needed.

Perform other duties as assigned.

Job Qualifications:

Bachelor ' s degree (B.A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

Minimum of three years of experience in the computer, data networking or commercial voice industry preferred.

Familiarity with analog/digital video; standard computer software/hardware; high-speed data over broadband networks; experience with Internet services (DHCP, FTP, HTTP, SMTP, SNMP, IMAP, POP, etc); TCP/IP; DOCSIS; WiFi/Hot Spot wireless Internet; and circuit switched voice; preferred.

Ability to work in a cooperative team atmosphere is essential.

Ability to work within time constraints and meet commitments to customers and employees.

Ability to work in a high stress environment with multiple priorities.

Ability to understand/analyze and draw conclusions from various customer and company reports.

Ability to evaluate business and recommend solutions and/or improvements.

Must have the ability to work in indoor and outdoor environments required including confining indoor/attic/crawl space situations.

Valid State driver ' s license and a driving record that complies with company policy.

This is a multi-disciplined installation and technical responsibility overseeing music, video, high-speed data, wireless and voice telecommunications services in a commercial environment. Installation and code-compliant quality, customer satisfaction, service response time, commitment to total customer satisfaction, regulatory compliance and complaint resolution skills are critical abilities. Must be able to develop programs and staff training that consistently provides installation and service response timeliness (weekdays and weekends) that exceeds customer expectations. Must be willing to organize, supervise and direct the on-call activities of office and field technical personnel during and after normal business hours.

FCC Unit_TWC: 6067
Controlling Establishment ID: 00477 - Akron Brownstone 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