Manager, Day of Job
Location: Saint Louis
Posted on: January 26, 2023
Responsible for supervision of direct reports, including all Day of
Job technical activations, repair and dispatch activities that
contribute to the provisioning, activation and troubleshooting of
customer installations. Installations consist of residential and
commercial coax telephone; commercial coax data services including
internet, Ethernet and managed router services; and complex voice
services. Responsible for the daily management of the Day of Job
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently supports all efforts to simplify and
enhance the customer experience.
Manage the daily activities of the supervisors and specialists and
ensure they are following the defined methods, policies, processes,
and training and are properly processing all service orders; ensure
achievement of productivity, quality and day of job performance
Manage daily activation processes associated with PRI, SIP Trunks,
and commercial internet services that include Static IP, Managed
Internet Router and Ethernet over Coax, and Hotel HD services.
Oversee the Day of Job department performances, including order
processing performance metrics, phone stats performance metrics,
call monitoring, error rates, completion rates, and jeopardy
resolution and customer service responsiveness.
Provide guidance to Day of Job Specialists with order processing
questions/issues and service complaints; answer questions regarding
Day of Job phone metrics, provisioning and installation questions
and concerns; provide instruction on troubleshooting techniques,
including escalation procedures used internally and with trading
partners as needed. Handle escalations when needed.
Collaborate with IT for the development and ongoing operational
support for provisioning systems (Order Manager, NextGen and
Gateway Console) and activation systems (IVR, Tech Mobile).
As the Day of Job subject matter expert for all service activation
related activities, liaise with Product teams and IT for
requirements of new product development or enhancements.
Assist with the budget process; manage departmental expenditures,
staying within budgeted guidelines.
Manage and oversee technicians to ensure jobs are reconciled and
processes are handled timely and daily.
Hire, evaluate, coach and counsel personnel in the performance of
their duties; ensure that training needs are met. Monitor order
processing performance for all representatives on a periodic basis
and provide feedback to supervisors.
Interface with other departments through written and verbal
communications to handle installation, tool and switch issues.
Evaluate and/or develop order processing practices and policies and
ensure compliance with regulatory and company objectives in each
Ensure that departmental standards regarding courtesy and
productivity are maintained and that budgeted quotas are met in all
Perform other duties as requested.
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to communicate orally and in writing in a clear and
Ability to prioritize and organize effectively
Ability to supervise and motivate others
Ability to use personal computer and software applications (i.e.
word processing, spreadsheet, Telephone Billing Systems, etc.)
Knowledge of call center reporting and call monitoring methods
Knowledge of all functions and related tasks in the area of
telephone service delivery
Knowledge of telephone products and services
Knowledge of PRI, SIP Trunks and SIP over Coax
Knowledge of coax internet, Ethernet, and managed router
Knowledge of telephone regulations for customer service and service
Knowledge of service trouble shooting diagnostic procedures
Knowledge of CBR network architecture, equipment, and software
Knowledge of IP network architecture, equipment, and software
Knowledge of telephone switch activation requirements and
Knowledge of telephone network element activation requirements and
Knowledge of general accounting and billing procedures
Basic knowledge of WFX workforce management or similar tools
Bachelor's degree in Business or related field or equivalent
Required Related Work Experience and Number of Years
Customer service experience call center environment - 5+
Telephone experience - 5+
Supervisory experience - 2+
Preferred Skills/Abilities and Knowledge
Preferred Related Work Experience and Number of Years
Exposure to moderate noise level
7 Day Operation (Hours may vary)
PHYSICAL AND MENTAL REQUIREMENTS
Charter Communications is an Equal Opportunity Employer -
Keywords: SPECTRUM, St. Louis , Manager, Day of Job, Executive , Saint Louis, Missouri
Didn't find what you're looking for? Search again!