Supervisor, LMC

The Local Management Center (LMC) Supervisor will be responsible for managing the LMC Technicians. The team monitors the Comcast network infrastructure by gaining insight into overall system health through the use of surveillance software and diagnostic tools. The team also dispatches all network-related issues to the appropriate ‘fix agent’ for efficient resolution. The LMC Supervisor is a ‘hands on’ management position. Therefore, the supervisor is expected to perform all of the LMC Technician duties daily—as well as being able to ‘fill in’ on breaks, lunches, and vacations. The supervisor will work along with his/her team.

Primary Duties and Responsibilities:

Manage the daily operations of the LMC Technicians. This includes—but is not limited to—network monitoring, ticketing, dispatching, escalating, and scheduled maintenance activity.

Perform reporting on outage activity, scheduled maintenance activity, and overall network health.

Establish, maintain, and coordinate communication with individuals/teams/groups/departments interacting with the LMC Department.

Responsible for the accurate and complete documentation of outages and other network-impacting events/issues. This includes TTS tickets, reports, etc

Develop monitoring processes for the network performance and reliability of all lines of business (HSD, CDV, CDV, Video, VOD, CDP, etc…)

Participate in the development and implementation of tracking and ticketing processes for both network-impacting events contained in both Network (ND) and Scheduled Maintenance (SM) Tickets in TTS.
Audit and QC ND and SM Tickets in TTS.

Assist with schedules and staff coverage including the processing of time off requests.

Manage the efforts, report on status, and develop and implement the processes to enhance the function of the 2:00 p.m. to 10:30 p.m. team.

Communicates company strategy and motivates employees toward achieving company vision.

Working with customers, internal or external, to resolve escalated issues regarding both quality of service and employee conduct.

Recommends salary increases, and recognition and incentive awards as appropriate for approval by management.

Evaluate network-related issues to determine proper action to be taken and follows through to resolution.

Develop strategies to continue to improve process efficiencies and metrics and communicate best practices to the LMC Technicians and other impacted parties.

Generate reports to analyze the depth of network-related issues to establish root cause.

Adheres to Comcast business rules in order to meet or exceed our internal and external customer expectations.

People:
Establishes performance objectives for each individual on the team and conducts performance reviews

Gives ongoing coaching and performance feedback to ensure consistency, to set employee expectations, and to improve customer service

Performs coaching as needed and works with Manager to target required areas of improvement

Provides ongoing guidance and development to his/her team

Supports the personal development and career progression of each member of the team

Participates in interviewing potential candidates and recommends hires


Activities and Processes:
Monitors daily, weekly and monthly activity (phone volume and ticket volume, etc.)

Takes corrective action, where necessary, to respond to needs for improvement

Ensures efficient work flow; balances work load of team members

Determines prioritization of tasks and activities; uses reports to determine which tasks need attention

Coordinates and executes individual and team objectives to meet deadlines and business initiatives

Designs, documents and implements new processes and procedures; revises existing processes and procedures, as needed

Develops action plans to improve the overall quality of systems and processes

Other:
Ensures regular communications with maintenance technicians; works with other LMC Supervisors and the Manager to ensure cross training and cross development for LMC employees with other individuals/groups/teams/departments

Works on special projects, as assigned, to help achieve the goals of the department

Works with the other LMC Supervisors and the Manager to introduce new products and services to the group/team

Proposes policy changes to Manager for final approval and communication to rest of department

Interfaces with third party organizations and with a variety of internal organizations

Other duties as assigned

Punctual, regular, and consistent attendance.

Required Skills:
1-2 years experience as LMC Technician or a minimum of 2-4 years related experience in the CATV field, or the recognized equivalent in work experience, or a combination of work experience and education. Experience in telecommunications or a broad-based knowledge of telecommunications field including Internet, VOD, Telephony, and HFC cable systems.
Experience in a supervisory position (2-4 years) in a customer care or technical support environment.
Experience providing customer support (2-4 years), preferably in the cable industry, telecommunications industry or networking industry
Experience using Microsoft Office, networking technologies, and call center technologies
Strong technical background in one of the following: HFC network architecture, the public telephone network or IP networking technologies.
Excellent written, verbal and interpersonal communication skills

Demonstrated proficiency with coaching, counseling, training and motivating.
Demonstrated ability to deal with a wide range of people with tact, patience and courtesy.
Demonstrated leadership abilities and team orientation
Demonstrated time management skills
Expertise in coaching and developing individuals to achieve performance goals Excellent analytical and organizational skills
Excellent facilitative and collaborative skills
Excellent organizational skills, follow-through and demonstrated ability to multi-task and meet deadlines
Ability to work effectively in a fast-paced environment, while maintaining the ability to make effective decisions and professionally communicate with internal and external organizations
Ability to recognize business critical situations and escalate when needed
Strong history of excellent customer service, customer advocacy and process improvement
Demonstrated behavior that supports customer satisfaction
Ability to perform dispatching functions through the use of telephone, pagers, mobile radio, computer and other workforce management tools
The ability to perform logical "flow chart" type troubleshooting required.
Working knowledge of Telnet/Putty or terminal emulations programs desired.
Exceptional computer skills required, knowledge of computer networking, terminology, applications, and methods.
Ability to communicate both orally and in writing in a clear and straightforward manner required.
Knowledge of Comcast products and services including RF, VOD, CHSI,
Telephony and develops a working knowledge of all new products

Frequent to continuous sitting; occasional walking, standing, bending
Frequent use of computer keyboard, mouse, and telephone
Utilize and manipulate objects such as pencil, keyboard, papers
Fast paced office environment
Rotating weekend schedule
and ability to adjust focus
LMC is a 24/7/365 operation, including holidays. Employees—including management employees—must be willing and able to work ‘non-traditional’ shifts including evenings, overnight, holidays, and weekends
Able and willing to work flexible schedule as business needs require
Available to work extended hours including evenings, overnight, holidays, and weekends
Normal work shift will include weekends and holidays.
EXPERIENCE:
- One to three years of NOC or Operations experience, related to resolving production related issues in Wide and Local area networks.
- Familiarity with Layer1, Layer 2 and Layer 3 troubleshooting practices and methodologies.
- Experience in decisions related to troubleshooting, with consideration for impact to customers, related impacts (real or potential).
- Familiarity with common Internet protocols (e.g. ARP, IP, TCP, DNS, BGP, OSPF, SNMP & DHCP).
- CCNA or equivalent experience.
- Basic understanding of CIDR
- Understanding of commonly used physical layer technologies.