Manager, Field Ops Center - Fiber
Waynesboro, VA 22980, USA Req #1193
Thursday, November 21, 2019
Shentel (NASDAQ: SHEN) is a regional telecommunications company successfully providing a broad range of telecommunication solutions for over 110 years. Shentel is committed to enriching the lives of the customers we serve with the highest quality telecommunication services by making major investments in technology easy. It is our vision to provide rural communities with access to the same level of telecommunications services as those found anywhere else in the US. With operations in multiple states, we provide our customers with wireline and wireless telephone, Cable TV, and internet. In addition Shentel is proud to be an affiliate of Sprint. We own and operate the more than 1000 towers that support our wireless network and employ the teams who work in our 48 Sprint stores, provide customer service, and operate the wireless network. We are looking for dedicated people with professional attitudes who take pride in providing superior customer service, closing sales and driving success of all of the facets of our business. We're Shentel. Always connected to you. Shentel is an Equal Opportunity Employer and a Drug-Free Workplace.
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Responsible for providing overall leadership and guidance to Workforce Management team to ensure on-time service delivery for all customers. Supports field technician productivity goals by providing appointment and escalation management to support the overall customer experience. Responsible for building technician quota, assigning jobs, monitoring on-time arrival (OTA), increasing efficiency, evaluating and reporting KPI data, and ensuring customer commitments are being met. Provides detailed and timely internal communication regarding resource availability and scheduling challenges. Oversees, develops, motivates and coaches team of exempt ad non-exempt employees to ensure they achieve excellent results.
a. Education: Bachelor's degree in IT, business, engineering, management, or related field is desired, candidates with significant industry experience will be considered.
i. 10 or more years’ experience in the telecommunications industry is required.
ii. 5 or more years of management experience. c. CATV, Fiber, telephony and Internet support and/or operations experience required.
d. Skills Summary:
i. Detail oriented and strong organizational skills. Ability to multitask and manage multiple projects simultaneously.
ii. Ability to communicate effectively with, and make presentations to, management, employees, customers, and contractors.
iii. Project management related to scheduling and management of critical resources
a. Fiber Optical Networks (OSP, FTTx, RFoG, ONT, xPON, CPE)
b. Telephone Networks (OSP, DSLAM, VoIP, NGDLC, CPE)
c. Broadband Cable Networks (OSP, HFC, RFoG, Digital Video, Headend, DOCSIS 3.x, CPE)
d. Workforce scheduling, trouble ticketing, order processing systems and best practices.
Shentel will provide reasonable accommodations (such as a qualified sign language interpreter or other personal assistance) with the application process upon your request as required to comply with applicable laws. If you have a disability and require assistance in this application process, please email firstname.lastname@example.org
and provide your name and contact information.