Posting Job Title: Supervisor, NASC
Requisition #: 144464BR
Posting Location: Herndon, VA, US
Area of Interest: Information Technology Services
Position Type: Full Time
Posting Job Description
The Time Warner Cable Corporate office currently seeks a Supervisor, Customer Engineers/Analysts for our National Account Support Center (NASC) Department. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.
Essential Job Functions:
-Directly manage all assigned team members. Coordinate the day-to-day operations of all individuals, including workflow and scheduling issues, employee concerns, and the resolution of customer complaints or escalated calls within the NASC (National Accounts Support Center) located in Herndon, VA.
-Maintain full responsibility and accountability for all assigned team members, including hiring, training, salary administration, performance management, performance reviews, policy administration, and team development, with appropriate input and approval from senior management and Human Resources
-Monitor performance of all assigned staff to ensure all team, department, and company standards/goals/expectations are consistently met.
-Work with the quality leader(s) on conducting regular meetings with all assigned staff to review quality performance on calls and coach when necessary.
-Team building/ training- May be called upon to coordinate the implementation of departmental programs such as recognition and communication to enhance team morale. In addition, responsible for implementation of team specific programs, development of training tools and workflow adjustments
-Responsible for ensuring that all performance and quality related goals are achieved for all assigned team members.
-Responsible for ensuring individual/team/department workloads are properly distributed among all assigned team members. (This includes, but is not limited to, Remedy tickets, e-mails, chats, phone calls, customer contacts and management as well as management of escalations).
-Monitor departmental workflow to ensure all issues and events are identified/prioritized/correlated and worked in a timely manner and within departmental/organizational guidelines, policies, procedures, and standards.
-Provide technical and operational support across all lines of NASC-supported business models.
-Escalate outage events and/or impairments to appropriate individuals, teams, organizations and customers in a timely manner to ensure efficient resolution and to minimize customer impact. This also includes ensuring that accurate notifications are sent to appropriate parties at appropriate intervals.
-Oversee interactions with customers (both internal and external), other teams/departments and other NASC employees to ensure all communication is professional and timely.
-Effectively communicate essential information at shift change to appropriate senior leadership.
-Ensure compliance with NASC operational objectives, policies/procedures, work schedules and reporting metrics.
-Ensure departmental policies/procedures and documentation accurately reflects the current practices of the NASC, suggest changes/modifications when appropriate.
-Exhibit good listening and follow up skills
-Perform other duties as required by management.
-Must have previous experience managing/supervising individuals and teams. Two years supervisory experience with direct customer contact in a technical environment, preferably with trouble ticketing experience.
-Outstanding performance and attendance history plus a commitment to quality excellence
-Demonstrates ability to work successfully in a fast paced environment being self- reliant, displaying team spirit, people skills, and a well-honed sense of urgency and priorities
-Excellent interpersonal skills with emphasis on verbal/written communication including the ability to present performance feedback effectively.
-Able to resolve internal and external conflict resolution.
-Must demonstrate ownership of job responsibilities, understanding that the work cannot always be accomplished within a forty-hour work week, and that there are times when more hours will be required. Customer needs and performance requirements must be met
-Demonstrated ability to learn quickly and complete work with minimal supervision.
-Ability to document procedures and collaborate on the creation of policy development.
-Network experience in a centralized repair/troubleshooting/testing environment that included answering telephones, logging events in a ticketing system and providing technical support and repair coordination. -Knowledge of telecommunications field including, but not limited to, internet, telephony, VOD, and HFC cable systems.
-Must have working knowledge of databases and software applications.
-Ability to multi task and manage multiple issues, projects, and/or duties simultaneously including resources, priorities and timelines.
-Excellent analytical and decision-making skills.
-Ability to produce routine reports
-Dependable with proficient attention to detail.
-Strong computer skills including solid working knowledge of Windows-based applications.
-Excellent interpersonal skills with emphasis on verbal/written communication including the ability to present performance feedback effectively and conflict resolution
-Must be able to manage heavy workloads, high levels of activity and stress.
-Assertively drive issues to resolution in a timely, professional manner with both internal and external clients.
-Must have mature judgment and the ability to relate well with others.
-The NASC is a 24x7x365 operation. Employees must be willing and able to work rotating and/or non-standard work shifts, including evenings, overnight, holidays, weekends.
-Up to 15% travel could potentially be required.
- Ability to obtain Help Desk Institute Certifications in associated areas of responsibility.
- Ability to obtain industry certifications as needed to maintain technology expertise.
Education and Experience:
Associate's degree (A.A.) or equivalent from two-year college or technical school; or three months to one year related experience and/or training; or equivalent combination of education and experience.
Lead: Assigns, trains, schedules or oversees work of others.
Supervisor: Plans, staffs, evaluates and directs work of employees of a work unit.
Travel 10 %
We are proud to offer a robust benefits package including medical, dental, vision, pension, a matched 401(k) plan, tuition reimbursement, and discounted services for employees who reside in a Time Warner Cable service area. Qualified candidates should apply online at www.timewarnercable.com.
FCC Unit_TWC: HQ452
Controlling Establishment ID: 00236 - Herndon 13820 Sunrise Valley
Time Warner Cable - 22 months ago
copy to clipboard
Time Warner Cable (TWC) makes coaxial quiver. The company is the #2 US cable company, after Comcast, with operations in 28 states. Its core...