Supervisor of Quality and Process SeaMobile
THIS JOB HAS EXPIRED DEPARTMENT: Network Operations
EXEMPT/NON-EX: EXEMPT REPORTS TO: Director of Network Operations
JOB CODE: ST458 LOCATION: Miramar, FL
Develops and implements quality control and continuous improvement methodologies to ensure the technical support
staff meets goals in speed, quality, and technical ability. Works with all resources in the Network Operations and other
Operations departments to establish, maintain, and improve department?s training, development of tools, processes, and
procedures. Identifies technicians? training needs, and facilitates and coordinates training sessions.
o Provide leadership to the Network Operations Quality and Process group.
o Responsible for improving the Speed, Quality and technical ability scores of everyone in Network Operations.
o Provide feedback in hiring, promoting, demoting, personnel strategic moves and disciplinary actions for
Network Operations Employees.
o Develop and specify standards, methods, and procedures to determine network operations support quality.
o Help set departmental goals and metrics.
o Work with Software development to improve our reports and tools in order to meet departmental goals.
o Identify training needs and provide/coordinate training plans to ensure support quality.
o Oversight, management, and creation of Network Operations in person and on-line Training content.
o Review support interactions. Score calls, emails and chats. Report, analyze trends, review, define action plans,
and coach Quality Monitoring functions for network support personnel.
o Drive personnel improvement through periodic coaching sessions based upon individual ratings.
o Analyze reports and data to identify areas of improvement for groups or individuals.
o Work with Network Support Supervisors on continuous improvement reviews of departmental processes
o Communicate and work with other departments to establish best practices procedures between groups.
o Maintain a Knowledge Management program for NetOps personnel
o Participate as a member of the supervisory team, cooperate with peers to build consensus and share
o Prepare and analyze quality assurance and other performance reports, as needed.
o Other related duties as may be assigned.
NATURE OF WORK CONTACTS: Reports to the Director of Network Operations. This position requires heavy
interaction with all internal departments as well as some communications with customers.
TRAINING AND QUALIFICATIONS:
o Bachelor?s degree in telecommunications, electronics or computer science and/or 5+ years equivalent job experience
o MSc degree in networking or radiofrequency is a plus
o Superior technical knowledge of MTN systems and procedures.
o CCNA certified. CCNP is a plus.
o Minimum of 3 years experience working with iDirect NMS
o Minimum of 3 years experience with IP Networking and Cisco Technologies
o Minimum of 3 years Technical Contact Center experience
o Excellent communication skills required to effectively communicate via telephone.
o Able to maintain a professional demeanor in a highly demanding environment
PHYSICAL/SENSORY DEMANDS: PC use, telephone use. Occasional rotating shift duties. Occasional travel.
||Miramar, FL |
THIS JOB HAS EXPIRED