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Sup, ROC - Greer, SC

Location: Greer
Posted on: January 16, 2022

Job Description:

**3rd Shift Tuesday - Saturday**JOB SUMMARYManages the Regional Operations Center (ROC) team, serving as the first-line Outside Plant (OSP) Hybrid Fiber Coax (HFC) network surveillance. Responsible for alarm and intake triage, correlation, collection and collation of key information; ticket and/or work order creation, dispatch, fix agent support and ticket/work order resolution. Also responsible to ensure effective communication with stakeholders and interested groups, and provides the best possible customer experience while also meeting the needs of both the business and the internal customers. MAJOR DUTIES AND RESPONSIBILITIESSupervises ROC specialists by coaching, counseling, training and providing feedback. Responsible for meeting established team goals, monitoring and controlling workflow and contributing to the effective operation of the Field Operations Engineering teams. Ensures compliance with departmental policies, procedures, and practices. Supervises outside plant (OSP) monitoring, ticketing, change management, work prioritization, and dispatch of Maintenance Technicians through Lighthouse. Also utilizes reporting products 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. Interviews and assists with the selection and training of new ROC specialists. Analyzes phone, email, IM and other transactional metrics to identify and implement internal/external customer support process improvements and efficiencies. Assists in the assessment of web based tools to enhance work flow and operational effectiveness. Documents, compiles, and correlates various reports, including outage logs, on-call updates, degradation reporting, quality control, corporate reports, 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. Performs other duties as assigned. REQUIRED QUALIFICATIONSSkills/Abilities and KnowledgeAbility to read, write, speak and understand English Ability to manage a diverse employee baseAbility to accept constructive feedback and promote a positive company imageOrganizational and motivational skills, including the ability to prioritize workExcellent customer service skills and initiativeWritten and oral communication skills, including the ability to interact with all levels of management, staff and the publicAbility to work effectively across organizational boundaries as needed to resolve issuesCan contribute positively as part of process improvement teams and system/software implementation projectsAbility to review, analyze, and audit report and information output for accuracy and efficiencyAbility to define and solve a variety of problems by collecting data, establishing facts, and drawing valid conclusionsAbility to interpret technical instructions and reports in mathematical or diagram formIntermediate understanding and knowledge of HFC networks, WiFi networks, Fiber Optic topologies, and Converged networksKnowledge of and proficient in the use of common software applications such as: Microsoft Office Suite, Instant Messaging, Webex, etc.Knowledge of generally common monitoring and ticketing tools such as Remedy, Eventrak, Scope, and Lighthouse preferred.Working knowledge of Charter products and services and familiar with appropriate terms and abbreviations when discussing Industry concepts and issuesMust understand all Charter policies and proceduresMust be able to write routine reports and correspondenceAbility to distinguish and identify various colors to identify multiple alarm states in tools and softwareAbility to work independently and as part of a team EducationHigh school diploma or equivalentTwo-year degree or certificate with emphasis in telecommunications or IT preferredCompletion of SCTE broadband and network maintenance related courses preferredA+, N+, and/or MCSE or related certifications preferredCharter ROC NCTI progression courses preferred Related Work Experience Number of YearsTelecommunications-related Technical or Dispatch Operations, Network 4Operations Center or other relevant experiencePrior supervisory experience preferred 1 WORKING CONDITIONSOffice environmentMust be able to work all shifts including evenings, weekends and some holidays ENO410 301001 301001BR

Keywords: SPECTRUM, Asheville , Sup, ROC - Greer, SC, Other , Greer, North Carolina

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