Manager, Swing Shift- Network Repair Integra Telecom
THIS JOB HAS EXPIRED DescriptionIn a 7x24x365 technical repair center, manage the 2nd shift?s daily activity of a group of NOC technicians that maintains Integra's network. These technicians could be proficient in one or more technical disciplines (Voice, Data, Transport). Tasks performed would be to determine and manage staffing levels, workflow, and develop processes to ensure the group meets departmental objectives. Other tasks include employee coaching, training, development, ticket queue monitoring, group performance reporting, and technician productivity and quality tracking. Would also act as an escalation point for group issues or customer issues. Would typically have supervisors/leads reporting to him/her and managing an overall group of 10 to 20 people.
?In cooperation with 2 other managers, manage the daily operations of a 7x24x365 technical repair team ensuring they meet organizational objectives. This position will manage the swing shift repair team.
?Track / monitor ticket flow to ensure issues are being addressed in a timely manner.
?Ensures ticket quantity and quality results are measured providing feedback to the technical staff. Coach Supervisors. Leads, and Technicians accordingly.
?Set performance objectives that compliment departmental goals by routinely providing feedback to employees on how well they are doing against those objectives by performing monthly 1 on 1?s. On an annual basis, create formal performance evaluations for all direct reports.
?Actively review and update all departmental processes on a regular basis to ensure continuous improvement. Represent group in issues revolving customer dissatisfaction and escalation.
?Assist Director with budgeting, space, tool and training needs for department.
?Performs staffing projections that compliment or meet departmental / team objectives. Track / monitor ticket flow to ensure issues are being addressed in a timely manner.
RequirementsThese are the Minimum skills needed for this role:
At least 3 recent years of Managing more than 10 Call Center Technicians in a highly technical environment
? CISO/Juniper Network Technology
? Three (3) plus years of managing personnel in a Network Operations Environment
? Five (5) plus years of experience in a Telecommunications or Telecom Data environment
Priority will be given if you add the following to the above skills:
?Bachelor Degree in IT/Networks
||Vancouver, WA |
THIS JOB HAS EXPIRED