Mgr, Operations Sr

Frontier Communications Long Beach, CA
This position supervises workforce of Local Managers, Field Technicians, and Vendors that install and maintain OSP network facilities, high-bandwidth services, and broadband services. The position duties include meeting service activation and repair commitment dates, maintaining revenue/expense objectives and promotion of new and existing company products.

* Has solid understanding of the business/department and is able to manage expense targets.

* Able to articulate business/departmental KPI's to work groups (i.e., can clearly set goals/objectives).

* Holds team accountable to clearly achieve results through coaching and performance management while creating a performance culture environment.

* Promotes new/existing products as required.

* Works with Engineering and Operations Center to monitor workload and schedule manpower and resources needed to meet workload demands, customer needs and company objectives.

* Responsible for determining and fulfilling the needs of the team for employee development and training.

* Communicate with other departments, e.g., Engineering, Operations Center, in an effort to improve the coordination between these departments as well as the overall quality of service experience for our customers.

* Quality control, i.e. tool inspections, building and vehicle inspections, quality assurance inspections etc.

* Be cognizant of and support revenue budget.

* Provide Capital Budget input as required.

* Positively represent Company through active community engagement and involvement

* Analyze operational reporting and utilize statistical process control tools to identify performance opportunities and provide corrective action plans as required.

* Business related functions: Employee time sheet approval, email administration, internal/external communications, procurement management, Varasset administration and overtime equalization.

Employee Relations:

* Consistently provides feedback and direction to local management, vendors, and field technical staff to ensure employee development, engagement and business knowledge; complete regular employee performance appraisals/reviews.

* Leverages all employee communication vehicles and opportunities (weekly/monthly/quarterly/one-on-ones) to obtain feedback on departmental goals, gains input on action plans and modifies direction as necessary and to engage and to hold employees accountable to overall business operations and results.

* Utilizes and leverages existing employee recognition programs to reward key contributions and positively impact employee morale.

* Partners with Human Resources to ensure firm, fair and consistent application of HR practices/policies and labor agreements.

* Ensures employee advocacy and a positive work environment by listening and responding to employee feedback, issues, questions and concerns in a timely manner. (When possible, 24-hour response time to all employee relations issues).

* Maintain a safe work environment by conducting regularly scheduled safety meetings, applicable safety training and reinforcing state/federal safety requirements within the work place. ยท

Competitive Marketplace:

* Engage in marketing initiatives to promote the Company's products and services (i.e., TTL and marketing events).

Customer Ownership:

* Support employees that directly interface with the customers by removing barriers, soliciting process improvement suggestions and streamlining the work.

* Respond to issues identified on Customer Surveys, works with teams to ensure action plans are developed and ensures follow-up on customer issue resolution identified in action plans.

Job Requirements

* Minimum 5 years of direct related telephone/access installation and repair experience

* 2-3 years Outside Plant Construction installation and repair experience

* Basic knowledge of FTTH and data networking

* Must be able to perform complex hardware/software research and provide first level technical support

* Advance knowledge of plant service center, central office and outside plant functions

* Must possess strong leadership and interpersonal skills along with a strong work ethic, and the ability to work well under pressure and/or with deadlines

* Must possess basic understanding of electronics, electrical circuitry, network installation, maintenance and testing

* Must be able to interact with internal/external customers and assist with problem resolution

* Must demonstrate good oral and written communication skills

* Must possess basic PC skills: Excel, Word, Power Point and Outlook.

* Must take pride and ownership in work, and exhibit a willingness to learn.

Education, certification and/or license requirements:

* Must possess a valid State driver's license

* Must have high school diploma or equivalent

* BA/BS in Telecommunications, Operations Management or Business Administration preferred or direct related experience

* Successful completion/certification in related technical fields or vendor equipment desired

Environmental Factors/Physical Requirements:

* Must be available 24/7 to support off-shift technicians and emergency situations as needed

* Must be able to work in inclement weather.