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Staff Mgr-Wholesale Svc Assur

Company: Windstream
Location: Greenville
Posted on: December 4, 2019

Job Description:

Job Details Company Overview Description Job Description: The Staff Manager - WSA Customer Support role develops, supervises and provides direction to direct reports to include managers and individual contributors. The position has frequent contact with customers, account execs, subordinates, peers, and independent vendors. The chosen candidate will provide leadership and accountability through the commitment to customer satisfaction and continuous process improvement. The Staff Manager - WSA Customer Support must be available to support WSA organization operating on a 24x7 schedule. While work is primarily during the day, hours per day and days per week may vary dependent upon operational needs. Work schedules may be adjusted depending upon operational needs to fulfill 24x7x365 support of incidents, or execution of scheduled or emergency maintenance procedures required to be completed during business non-operating times of the day. ESSENTIAL RESPONSIBILITIES AND ACCOUNTABILITIES: - This position reports directly to the Senior Director - Wholesale Service Assurance. - Directly manage and coach Support Center Manager with additional individual contributor direct reports. Individual contributor functions including Escalation Managers and Specialists dedicated to specific functions including Support Center, event management and dispatch follow up. Responsible for all ticket creation, escalation and other customer suppot activities within Wholesale Service Assurance with indirect responsibility for personnel within reporting structure. - Responsible for developing and implementing strategies to improve the customer experience through quality, efficiencies, automation and 'first call' capabilities. - Mentor staff in career development, including training opportunities. - Acts as escalation point and provides direction on critical issues and incidents leading to timely service restoration. - Leads & conducts critical incident triage, change activities, incident resolution and post mortem review. - Provide 24x7x365 on call support for the staff and overall team where necessary. This will include outage reviews, attendance, general questions, management responsibilities, escalations, email monitoring and any other issues than may be offered to the on-call for resolution. - Develop strong relationships with peers within WSA organization including Escalations Director, Core Repair management, Technical Support management and support staff. - Develop effective and sustainable processes in partnership with Escalations Director role reporting to Sr. Director. - Recommend and administer industry best practices. - Monitor adherence to policies, processes, quality standards. - Seek and implement training and other development opportunities for all personnel within the organization. - Analyze data and implement change to improve operational efficiency and KPI's. - Build strong culture of quality, adherence and consistent handling of tickets. - Attend customer level meetings to review performance, address issues and partner for improvement. JOB SPECIFICATIONS - Knowledge & Skills: - 5 years of progressive experience in a Network Management, Engineering, or a NOC / Repair environment with a solid technical understanding of transport networks and best practices. - Strong customer service experience with focus on delivering excellent customer service. - Demonstrated excellent communication skills (oral and written) and critical thinking skills. - Experience in hiring and mentoring staff, fostering a team environment, and establishing policies to improve work flow processes and efficiencies. - Demonstrated proficiency in developing performance metrics, monitoring quality assurance, and improving key performance indicators (KPIs). - Ability to function in a 24x7x365 operation and work flexible schedule on weekdays and weekends as required. - Knowledge of Remedy ticketing platform, dashboards, ASAP/MSS inventory system or similar repair systems, tools and best practices a plus. Preferred Qualifications: College degree in Business Management discipline or a telecom related field and 5 years professional level experience with 2-3 years management experience preferred; or 8 years professional level related telecom experience with 2-3 years supervisory experience; or an equivalent combination of education and professional level related telecom experience required. NOC or repair experience is required. Qualifications Minimum Requirements: College degree and 8 years professional level experience with 3-4 years supervisory experience; or 12 years professional level related experience with 3-4 years supervisory experience; or an equivalent combination of education and professional level related experience required. Job Category: Customer Service Locations: EEO Statement: Employment at Windstream is subject to post offer, pre-employment drug testing. Equal Opportunity Employer including minority/female/disability/veteran; Without regard to: race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. Windstream is a drug-free workplace. Recommended skills Emergency Handling Scheduling Customer Support Quality Assurance Technical Support Communication

Keywords: Windstream, Greenville , Staff Mgr-Wholesale Svc Assur, Other , Greenville, South Carolina

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