Frontier Communications NOC Supervisor in ROCHESTER, New York
Responsibilities associated with the support, maintenance, and management of the company's Commercial Customer Base.
Responsibilities relate to a broad range of staff and service functions that provide support, service, and assistance to the organization. Includes project management, intra-organizational communications, budget tracking, and/or coordination of HR issues. This position will be responsible for managing a team of Repair Answer clerks that create tickets and provide status on repair tickets for fiber/copper troubles, escalate to internal and external suppliers and provide status to customers on a timely basis. This is primarily an evening position but must be flexible to rotate, and work different tours as needed.
Responsible for the operations and administration of the organization's internal/external escalation chain with proactive status to Frontier customers.
Organization/Functional Accountability: Typically supervises 10 or more non-exempt or Associates in jobs with similar occupational skills. Has authority to staff and conduct performance appraisals. Supervises or provides team leadership to one work unit or project within a sub-function, to include two or more work locations. Administers budgets, day to day operations, schedules and performance of unit.
Leadership: Strong leadership skills essential. Must be able to coordinate multiple supplier organizations toward same objectives / goals.
Work Complexity: Works on issues of moderate to extreme scope where analysis of situation or data requires evaluation of identifiable maintenance factors. Exercises judgment and decisiveness within defined procedures and policies to determine appropriate action. Recommends solutions to a variety of day to day challenges.
Collaborate with Regional staff and provide feedback to improve on processes to be more responsive to customers.
Consistently provides feedback and direction to staff to ensure employee development, engagement and business knowledge; complete annual employee performance appraisals/reviews. Leverages all employee communication vehicles and opportunities (weekly/monthly/quarterly/one-on-ones) to obtain feedback on departmental goals, gains input on action plans, and modifies direction as necessary and to engage and to hold employees accountable to overall business operations and results. Utilizes and leverages existing employee recognition programs to reward key contributions and positively impact employee morale. Partners with Human Resources to ensure firm, fair and consistent application of HR practices/policies and labor agreements. Ensures employee advocacy and a positive work environment by listening and responding to employee feedback, issues, questions and concerns in a timely manner. (When possible, 24-hour response time to all employee relations issues). Responds to issues identified on the Employee Survey, works with teams to ensure continual action planning against issues throughout the year and ensures follow-up to employees on issue resolution identified in action plans. Maintain a safe work environment by conducting regularly scheduled safety meetings, applicable safety training and reinforcing state/federal safety requirements within the work place.
Knowledge and Skills:
Supports employees that directly interface with the customers by removing barriers, soliciting process improvement suggestions and streamlining the work. Holds employees and other departments accountable to meet customer needs/demands. Responds to issues identified on Customer Surveys, works with teams to ensure action plans are developed and ensures follow-up on customer issue resolution identified in action plans.
- Two to four years of prior supervisory experience in a NOC environment.
- Must be able to interact with internal/external customers and various community leaders to establish relationships and to assist with problem resolution.
- Must demonstrate good oral and written communication skills.
- Must take pride and ownership in work, and exhibit a willingness to learn
- Must possess basic PC skills: Excel, Word, Power Point and Outlook.
- Must possess basic understanding of electronics, electrical circuitry, network installation, maintenance and testing of circuits.
- Must have high school diploma or equivalent. Successful completion/certification in related technical fields or vendor equipment desired.
- BA/BS in Telecommunications, Operations Management or Business Administration preferred.
- Must be available 24/7 to support off-shift technicians and emergency situations as needed.
- Basic network configuration and troubleshooting a plus
- Network operating system troubleshooting.
- Assist with implementation of new products
- Knowledge of DS1 / DS0 Testing a plus
- Knowledge of TL1 and command line interfaces a plus
Frontier is proud to be an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. For more information please visit: https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm
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Frontier Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.