Manager, Field Operations
Cogeco Inc., Quincy, MA, United States
****Discounted services:**** We offer our customers some fantastic services, and we think you deserve to enjoy them in your home, too.****Total Rewards:**** Let’s be honest, everyone wants to make a good salary. We offer attractive total rewards and a great culture to go along with it. We’ve got you and your family covered with one of the best packages in the business.* **D**evelops and implements business strategies across the Technical Operations organization to meet established service metrics and quality assurance goals. Responsible for end-to-end network performance for homes passed and all service delivery and fulfillment services for subscribers.* Oversee all department activity including internal technicians(both customer and network facing),vendor resources, as well as head-end operations* Establishes and monitors clearly defined key performance indicators (productivity, quality, sales, service rates, etc.) for all Technical Operations personnel to support best in class customer service. Develops and implements strategies to achieve all network, service, new subscriber, and financial goals.* Participates in the hiring, training, and development of the Technical Operations staff to ensure that personnel development and company financial goals are achieved.
Partners with Breezeline training to maintain a continuous learning environment for employee skill development and career growth.* Monitor fleet management, maintenance and safety inspections. Manage driver’s inventory, licenses and activities/traffic violations.* Coordinate preparation of the capital and operation budget process and monitor activity throughout the year to ensure capital and operating expenses are controlled according to the budget plan to meet or exceed annual cash flow. Including negotiation with contractors and vendors to achieve bids and pricing within budget.* Monitor and manage system and technical metrics not limited to but including system & node health, power supplies, repeat trouble calls on trouble calls and installs, quality controls, work order quota and One View tickets.* Develops and maintains strategic partnerships with cross-functional organizations to ensure effective implementation of methods and procedures as well as to identify expedient and comprehensive solutions to customer-impacting issues.* Consistent exercise of independent judgment and discretion in matters of significance.
Regular, consistent and punctual attendance.* Must be able to work nights and weekends, variable schedule(s) as necessary.* Other duties and responsibilities as assigned.Assures network performance/service level compliance and reporting with federal, state, and local requirements including annual FCC proof of performance and signal leakage.
Lead, direct, and motivate a team comprised of management, exempt, and non-exempt employees.Bachelor’s Degree or Equivalent
10+ years related experience
#J-18808-Ljbffr
Partners with Breezeline training to maintain a continuous learning environment for employee skill development and career growth.* Monitor fleet management, maintenance and safety inspections. Manage driver’s inventory, licenses and activities/traffic violations.* Coordinate preparation of the capital and operation budget process and monitor activity throughout the year to ensure capital and operating expenses are controlled according to the budget plan to meet or exceed annual cash flow. Including negotiation with contractors and vendors to achieve bids and pricing within budget.* Monitor and manage system and technical metrics not limited to but including system & node health, power supplies, repeat trouble calls on trouble calls and installs, quality controls, work order quota and One View tickets.* Develops and maintains strategic partnerships with cross-functional organizations to ensure effective implementation of methods and procedures as well as to identify expedient and comprehensive solutions to customer-impacting issues.* Consistent exercise of independent judgment and discretion in matters of significance.
Regular, consistent and punctual attendance.* Must be able to work nights and weekends, variable schedule(s) as necessary.* Other duties and responsibilities as assigned.Assures network performance/service level compliance and reporting with federal, state, and local requirements including annual FCC proof of performance and signal leakage.
Lead, direct, and motivate a team comprised of management, exempt, and non-exempt employees.Bachelor’s Degree or Equivalent
10+ years related experience
#J-18808-Ljbffr