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Supervisor Network Engineer Operations

Supervisor Network Engineer Operations| Network | Brooklyn, NY, USA

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Responsibilities

 The Operations Center provides provisioning and maintenance support to the Wholesale and Enterprise business customer base and is open 24 hours, 365 days a year.  We provide support for every product level from POTS service to Optical Carrier Systems. Candidate will manage and understand all responsibilities of the Operation Center including OCO/MCO/RNC/CPC.  As a member of the operations center you will be a part of a very high paced work environment. The position requires strong leadership skills as well as team and personal accountability. The Operations Center Supervisor will be responsible for supervising a team of employees and have responsibilities that include but are not limited to planning work and dividing it among employees; training, coaching & counseling, directing the work of employees; managing performance ,(including setting objectives), placing employees on performance improvement plans, and recommending disciplinary actions.  The Operations Center Supervisor will report to an Operations Center Manager and will receive general guidance for the accomplishment of short to medium term goals and operating objectives.  They will use sound judgment in organizing/prioritizing skills and be required to act with a sense of urgency and the highest integrity to achieve goals.  This position also requires administering the Verizon processes and policies as they relate to: attendance, performance, safety, work rules, and code of conduct. Requirements also include weekend duty, on call duty, and extended hours as necessary. This position is located in the NYC region.

 

 

 

 

Responsibilities include but are not limited to the following:

 

Manage Associate employees who have various titles and are responsible for various center functions

Manage and understand all responsibilities of the Operation Center including OCO/MCO/RNC/CPC.

Manage workload & escalations

Customer Interface - Understand and manage the commitments between Verizon and the customers

Serve as a subject matter expert to help improve processes to ensure excellent customer experience

Model and ensure team’s compliance with company Code of Conduct and Credo

Set objectives & clear targets

Be associate employee’s gateway to company policies, processes and communication

Communicate key company messages and resolve employee concerns & grievances

Evaluate performance & provide real-time feedback

Drive continuous improvement by exercising judgment and discretion when coaching employees

Create individualized action plans to improve performance, determining & providing training and development opportunities

Initiate disciplinary action as appropriate & provide sound documentation to sustain the grievance process



Qualifications

 

Prior Hi-Cap circuit knowledge and experience

Ability to work with other internal work groups to resolve outages or to provide service

Shift flexibility – Willingness to rotate off shift assignments should the need arise; Evening, Overnight, Weekend/Holiday duty is a requirement for the position

Demonstrated ability to influence/lead change

Strong decision making skills

Ability to effectively manage teams including but not limited to coaching, developing, and delegating work assignments

Team Work, Results oriented and self-motivated individual

Must possess outstanding customer service skills, which include the ability to consistently follow through on commitments made to customers.

Strong organizational, written and verbal communication skills with a proven track record of communicating at all levels

Ability to act as the customer advocate and escalate to all levels of management in order to drive a positive customer experience

Basic troubleshooting skills are required

Proven ability to multitask, partner across corporate organizations, and proactively address issues in a fast paced, high volume environment

College Degree or equivalent experience preferred

Preferred Qualifications

 

Fluency in Microsoft Word, Excel, PowerPoint, and Outlook

Prior experience with design, provisioning or maintenance of Hi-Cap circuits

Prior experience as a team leader/supervisor in a test center environment. REACT knowledge a plus

Prior business office and/or dispatch center experience

Prior experience as an outside or Central Office Technician/foreman

Technical telephony background with a knowledge of all product levels (DS0 through optical level services)



Equal Employment Opportunity
  • Verizon is a Federal Contractor
  • Verizon requests veteran priority referrals
  • Verizon is an equal opportunity and affirmative action employer M/F/Disability/Vet.




Job ID: 359797