Supervises the Community Solutions Response Center (CSCO) team, serving as the first-line for the Managed Wi-Fi network surveillance. Responsible for alarm and intake triage, correlation, collection and collation of key information; ticket creation, dispatch, fix agent support and ticket resolution. Also responsible to ensure effective communication with stakeholders and interested groups. Provides the best possible customer experience while also meeting the needs of both the business and the internal customers.

　　Supervises CSCO team members by coaching, counseling, training and providing feedback.

　　Responsible for meeting established team goals, monitoring and controlling workflow and contributing to the effective operation of the Community Solutions teams.

　　Ensures compliance with departmental policies, procedures, and practices.

　　Participates in system enhancements for performance, helps identify ways to improve call and truck roll avoidance, MTTD, MTTR etc. and increase effectiveness of the Community Solutions workforce.

　　Interviews and assists with the selection and training of new team members.

　　Analyzes phone, email, IM and other transactional metrics to identify and implement internal/external customer support process improvements and efficiencies.

　　Assists in the assessment of web based tools to enhance work flow and operational effectiveness.

　　Ensures that all process and procedures have been implemented, understood and followed for their responsible shift.

　　Coach and mentors teams to ensure personnel are working issues as efficiently and accurately as possible in a team oriented professional culture.

　　Conducts one-on-one training sessions with Staff to provide feedback.

　　Documents, compiles, and correlates various reports, including outage logs, on-call updates, degradation reporting, quality control, corporate reports, trouble call reports to improve customer service and overall performance of the team.

　　Communicates pertinent information including work flow issues, outages, etc. to other systems and functional groups to enhance operational efficiency.

　　Performs other duties as assigned.

　　Ability to read, write, speak and understand English

　　Ability to manage a diverse employee base Organizational and motivational skills, including the ability to prioritize work

　　Effective customer service skills and initiative

　　Ability to work effectively across organizational boundaries as needed to resolve issues

　　Ability to contribute positively as part of process improvement teams and system/software implementation projects

　　Ability to review, analyze, and audit report and information output for accuracy and efficiency

　　Ability to define and solve a variety of problems by collecting data, establishing facts, and drawing valid conclusions

　　Ability to interpret technical instructions and reports

　　Understanding and knowledge of HFC networks, WiFi networks, Fiber Optic topologies, and Converged networks

　　Knowledge of and proficient in the use of common software applications such as: Microsoft Office Suite, Instant Messaging, Webex, etc.

　　Knowledge of generally common monitoring and ticketing tools such as Remedy

　　Working knowledge of Charter products and services and familiar with appropriate terms and abbreviations when discussing Industry concepts and issues

　　Must understand all Charter policies and procedures

　　Must be able to write routine reports and correspondence

　　Ability to distinguish and identify various colors to identify multiple alarm states in tools and software

　　Required Education

　　Two-year degree or certificate

　　Industry recognized Professional Level Network Certification or equivalent work experience

　　Required Related Work Experience and Number of Years

　　Network troubleshooting in 24x7 Operations Center - 3

　　NOC, Dispatch, Call Center Tier or help desk support experience - 3Wireless access point (WAP), wireless router experience - 2Managing a 24x7 Operations Center - 1Commercial Wi-Fi networks experience - 1Preferred Education

　　Two-year degree or certificate with emphasis in telecommunications or IT

　　WORKING CONDITIONS

　　Office environment

　　Work in a 24x7 Network Operations Environment

　　After-hours on call responsibilities

　　EOE

　　Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability

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　　Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensivepay and benefits (https://jobs.spectrum.com/compensation-and-benefits) package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.

　　A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.

　　Get to Know UsCharter Communications is known in the United States by our Spectrum brands, including: Spectrum Internet®, TV, Mobile and Voice, Spectrum Networks, Spectrum Enterprise and Spectrum Reach. When you join us, you’re joining a strong community of more than 101,000 individuals working together to serve more than 32 million customers in 41 states and keep them connected to what matters most.Watch this video to learn more. (https://www.youtube.com/watch?v=N-HEOHIAU7Q)

　　Who You Are Matters HereWe’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets.Learn about our inclusive culture. (https://jobs.spectrum.com/inclusiveworkplace/)