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Telecom Operations Manager

  • Location: Lexington, KY
  • Job Type: Direct Placement
  • Ref No: 20-01063
  • Date: February 14, 2020
  • Job title:

Connor McMorrow

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Job Description - Telecom Operations Manager

AMAZING opportunity to join the company from the absolute ground up that will be supporting KentuckyWired throughout the entire state.

Job requirements

Key Accountabilities

  • Own the customer experience-think and act in ways that put our services and customers first, making them promoters of our products and services
  • Work with third party vendors where service functions are outsourced to ensure seamless service delivery
  • Manage network products, and services, and the customer experience
  • Manage and coordinate maintenance activities on the network.
  • Authorize changes in the network and host Change Advisory Board review meetings with key stake holders
  • Be an active part of the Net Promoter System-a way of working that brings more employee and customer feedback into the company.
  • Perform customer out reaches to assist the company in elevating opportunities to do better for our customers
  • Manage service assurance frontline support operations, driving operating improvements and quality performance through productivity measurement and monitoring, staff coaching and training.
  • Ensure escalation and time to repair goals are met for events.
  • Focus on outsourced call center service level performance related to Key Performance Indicators including the average speed of answer (ASA), abandoned calls, first call resolution and mean time to resolution (MTTR).
  • Manage initiatives, driving stakeholder and/or cross-functional collaboration that ensures high-quality decisions and prompt resolution of business issues.
  • Ensures quality response to prospective and current customers who contact the company with service, technical or billing questions.
  • Develop, implement and monitor operations policies, procedures, programs and standards that support the company's customer care goals and objectives.
  • Ensure that Root Cause Analysis is provided for customer impacting events.
  • Provide network event tends to proactively manage the network to avoid customer impacts
  • Participate in the hiring of key operational support team members.
  • Establish individual performance goals for direct reports, conduct performance reviews and provide coaching and counseling.
  • Analyze performance reports and report on progress. Ensure that the team meets productivity, quality and service standards.
  • Consistently exercise independent judgment and discretion in matters of significance.
  • May be "on call” for critical customer event escalations on nights and weekends, variable schedule(s) as necessary.

Essentials Skills

  • Bachelor's Degree or Equivalent in Telecommunications, Computer Science
  • Requires 7-10 years related experience.
  • Knowledge of Network Operations Center (NOC) and or managing NOCs preferred
  • Knowledge of customer care centers
  • Experience with Carrier / Service provider networks, products and services.
  • Experience with network monitoring tools
  • Experience with ticket systems and customer circuit inventory systems
  • Experience with networking protocols Layer 1 through 7, TCP/IP and Ethernet is required
  • Knowledge of Internet service and products
  • Knowledge of Metro Ethernet Forum (MEF) services, MEF certified is a plus
  • Experience with circuit performance monitoring tools and standards such as Y.1731
  • Demonstratable management of both direct employees and outsourced functions with third parties
  • Demonstrated ability to develop service SLAs for service provider products
  • Ability to maintain SLAs and manage resources
  • Collaboration and team building skills
  • Demonstratable skills and or implementation of ISO and ITIL process
  • Ability to create and run reports
  • MS Office, Visio and related desk top tools
  • Excellent communication skills

Compensation: We offer a competitive compensation and benefits package.



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