Manager, Service Assurance

Brightspeed•Charlotte, NC

2d•Hybrid

About The Position

We are looking for a driven, creative, experienced, and energetic Manager to join our Service Assurance team. Operating in a highly cross-functional environment, this role is influential and has an ability to make an immediate, significant impact on the business. This role focuses on supporting Enterprise and Wholesale customer accounts. You will provide direct supervision to a team of technicians providing proactive and reactive network repair, surveillance, monitoring, troubleshooting, coordination, and restoration of service-affecting or potentially affecting network events/issues. Technicians frequently collaborate with Customers, Vendors, Local Exchange Carriers and other internal Brightspeed workgroups. You will be responsible for providing Superior Service to our growing customer base.

Requirements

10+ years of related experience
Basic or better understanding of Transport and Internetworking technology to include DDS, DS0, DS1, ISDN PRI, DS3, Ethernet Sonet, Optical
Exemplary verbal and written communication skills. Must have the ability to engage in written and verbal communications with all levels of Brightspeed employees, customers, and partners
Self-development orientation, initiative, delegation, development of subordinates and setting of work standard
Knowledge of PC applications (Microsoft Office, Microsoft Outlook, Microsoft Teams)
Demonstrate high personal work standards
Must be able to develop and implement new processes and procedures that will increase productivity while lowering cost
24/7 Repair Call Center Experience (including nights, weekends, holidays)

Nice To Haves

Associate's degree in a related field or equivalent work experience plus 10+ years of relevant experience
Previous lead or supervisory experience
Proven ability to work in a dynamic team environment with ever changing requirements and ability to adapt quickly to those changes

Responsibilities

Schedule day-to-day activities. Assigns tasks, checks work, develops schedules and may perform individual tasks related to group
Ensure that adequate staffing is in place to manage the work function assigned to the position’s area of responsibility. Assists in the selection and training of employees within the center
Monitor individual employee performance on an ongoing basis. Conduct formal reviews with employees under this position’s supervision, as required in the Company’s policy on performance evaluation.
Act as the primary point of contact on issues that require escalation. Manage escalations, provide updates to escalations, own and drive resolution within team our outside team. Monitors, evaluates, and takes corrective action necessary to meet or exceed objectives assigned to his or her area of responsibility.
Assist in planning and implementing new procedures promptly, allowing employees the ability to fulfill their responsibilities
Promote good employee relations through effective communication and support of Company, Network, and department policies
Review daily reports relating to area of responsibility, taking corrective action required to obtain objectives. Reports issues that can affect the overall performance of the team. Review and/or provide weekly and monthly reports to management on team metrics and performance.
Administer company policies and monitors the daily results, costs, and methods of the work group
Ensure that all functions are performed in a timely fashion and meet corporate and departmental specifications
Be available for after hour's escalations/engagement by employees, customers, or management (On Call rotation duties)