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Telecom Operations Manager

LEXINGTON-40512, KY, US
02/24/2020

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Required Skills

MS Office, Visio

Company

Infinity Consulting Solutions, Inc

Experience

7 to 10 Year(s)

Job Description

AMAZING opportunity to join the company from the absolute ground up that will be supporting KentuckyWired throughout the entire state.

Job requirements

Key Accountabilities

Own the customer experience-think and act in ways that put our services and customers first, making them promoters of our products and services

Work with third party vendors where service functions are outsourced to ensure seamless service delivery

Manage network products, and services, and the customer experience

Manage and coordinate maintenance activities on the network.

Authorize changes in the network and host Change Advisory Board review meetings with key stake holders

Be an active part of the Net Promoter System-a way of working that brings more employee and customer feedback into the company.

Perform customer out reaches to assist the company in elevating opportunities to do better for our customers

Manage service assurance frontline support operations, driving operating improvements and quality performance through productivity measurement and monitoring, staff coaching and training.

Ensure escalation and time to repair goals are met for events.

Focus on outsourced call center service level performance related to Key Performance Indicators including the average speed of answer (ASA), abandoned calls, first call resolution and mean time to resolution (MTTR).

Manage initiatives, driving stakeholder and/or cross-functional collaboration that ensures high-quality decisions and prompt resolution of business issues.

Ensures quality response to prospective and current customers who contact the company with service, technical or billing questions.

Develop, implement and monitor operations policies, procedures, programs and standards that support the company's customer care goals and objectives.

Ensure that Root Cause Analysis is provided for customer impacting events.

Provide network event tends to proactively manage the network to avoid customer impacts

Participate in the hiring of key operational support team members.

Establish individual performance goals for direct reports, conduct performance reviews and provide coaching and counseling.

Analyze performance reports and report on progress. Ensure that the team meets productivity, quality and service standards.

Consistently exercise independent judgment and discretion in matters of significance.

May be "on call” for critical customer event escalations on nights and weekends, variable schedule(s) as necessary.

Essentials Skills

Bachelor's Degree or Equivalent in Telecommunications, Computer Science

Requires 7-10 years related experience.

Knowledge of Network Operations Center (NOC) and or managing NOCs preferred

Knowledge of customer care centers

Experience with Carrier / Service provider networks, products and services.

Experience with network monitoring tools

Experience with ticket systems and customer circuit inventory systems

Experience with networking protocols Layer 1 through 7, TCP/IP and Ethernet is required

Knowledge of Internet service and products

Knowledge of Metro Ethernet Forum (MEF) services, MEF certified is a plus

Experience with circuit performance monitoring tools and standards such as Y.1731

Demonstratable management of both direct employees and outsourced functions with third parties

Demonstrated ability to develop service SLAs for service provider products

Ability to maintain SLAs and manage resources

Collaboration and team building skills

Demonstratable skills and or implementation of ISO and ITIL process

Ability to create and run reports

MS Office, Visio and related desk top tools

Excellent communication skills

Compensation: We offer a competitive compensation and benefits package.