Supervisor, Regional Operations Center

Spectrum; City of Rochester (NY); Vor Ort; USD 67.000 - 107.000; Vollzeit

Zusammenfassung

Spectrum is seeking a Regional Operations Center Supervisor in the Rochester area to lead the ROC team responsible for first-line OSP network surveillance, alarm triage and ticketing. You will supervise dispatch and fix agent support, ensuring clear stakeholder communication and a strong customer experience that supports business needs.

The shift is Tuesday–Saturday, 11pm–8am. Base pay ranges from $67,100 to $107,300, with potential bonuses and incentives; compensation will reflect credentials,

Qualifikationen

• High school diploma or equivalent is required.
• 4+ years of telecommunications-related technical, dispatch or network experience.
• Experience in an operations center or equivalent.
• Strong written and verbal communication and customer service skills.
• Ability to supervise and coach staff.

Aufgaben

• Supervise Regional Operations Center Specialists by coaching, counseling, training and providing feedback to support performance and development.
• Coordinate alarm triage and intake, and collect and correlate key information to enable accurate ticket and work order creation and dispatch.
• Ensure outside plant monitoring ticketing, change management, work prioritization and dispatch of maintenance technicians through Lighthouse while using reporting tools to address service and plant incidents.
• Monitor team goals, workflow and compliance with departmental policies, procedures and practices to contribute to the effective operation of Field Operations Engineering teams.
• Analyze metrics to identify and implement process improvements and system enhancements to improve mean time to detection and repair.
• Document outage logs, on-call updates, degradation reporting and quality control reports.
• Communicate pertinent information to other systems and functional groups to enhance operational efficiency.

Jobbeschreibung

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

Keep Spectrum's outside plant network reliable and responsive by leading the Regional Operations Center team that provides first-line Outside Plant Hybrid Fiber Coax network surveillance, alarm triage and ticketing. You will manage dispatch and fix agent support while ensuring clear stakeholder communication and a strong customer experience that supports business and internal customer needs.

Shift will be Tuesday-Saturday 11pm - 8am.

How You’ll Make an Impact

• Supervise Regional Operations Center Specialists by coaching counseling training and providing feedback to support performance and development
• Coordinate alarm and intake triage and collect and correlate key information to enable accurate ticket and work order creation and dispatch
• Ensure outside plant monitoring ticketing change management work prioritization and dispatch of maintenance technicians through Lighthouse while using reporting tools to address service and plant incidents for the Hybrid Fiber Coax network
• Monitor team goals workflow and compliance with departmental policies procedures and practices to contribute to the effective operation of Field Operations Engineering teams
• Analyze phone email instant messaging and other transactional metrics to identify and implement process improvements support system enhancements and improve mean time to detection and mean time to repair
• Document compile and correlate outage logs, on-call updates, degradation reporting, quality control reports and more
• Communicate pertinent information to other systems and functional groups to enhance operational efficiency

Working Conditions

• Office environment
• Must be able to work all shifts including evenings weekends and some holidays

Required Qualifications

Education

• High school diploma or equivalent

Experience

• 4 + years of telecommunications-related technical, dispatch or network experience
• Operations center or equivalent experience

Skills

• Strong written and verbal communication and customer service skills with the ability to interact with all levels of management staff and public
• Organizational motivational and prioritization skills with experience monitoring workflow and contributing to process improvement and system implementation projects
• Analytical skills to review analyze and audit reports and information output for accuracy and efficiency and to define and solve problems using data and facts
• Ability to interpret technical instructions and reports in mathematical or diagram form
• Demonstrated knowledge of Hybrid Fiber Coax networks, Wi‑Fi networks, fiber optic topologies and converged networks
• Proficiency with common software applications and monitoring / ticketing tools such as lighthouse and remedy
• Ability to write routine reports and correspondence
• Distinguish and identify colors to detect multiple alarm states

Preferred Qualifications

Education

• Two-year degree or certificate with emphasis in telecommunications or IT preferred
• Completion of SCTE broadband and network maintenance related courses
• A+ N+ and/or MCSE or related certifications
• Spectrum ROC NCTI progression courses

Experience

• 1 + years of supervisory leadership experience or equivalent

Here, our employees don’t just have jobs, they're building careers. That’s why we offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well‑being at every stage of life.

A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.

The base pay for this position generally is between $67,100.00 and $107,300.00. The actual compensation offered will carefully consider a wide range of factors, including your skills, qualifications, experience, and location. We comply with local wage minimums and also, certain positions are eligible for additional forms of other incentive-based compensation such as bonuses.

Get to Know Us

Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you’ll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.

Grow Your Career Here

We’re committed to growing a workforce that reflects the customers and communities we serve – providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.