Regional Technical Support Manager
MetroCast Cablevision (Southern New Hampshire, New Hampshire)

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J O B    O P P O R T U N I T Y

 

 

Regional Technical Support Manager

 

Location:                                          Rochester, New Hampshire

Direct Report to:                             Director of Internet Operations

 

Job Summary:

The primary responsibility of the Regional Technical Support Manager is to directly lead in the management and performance of MetroCast’s regional 24 x 7 Technical Support Call Center.

 

Job Responsibilities:

·        Overall call center staff management including interviewing, hiring, scheduling, and yearly performance.

·        Provide coaching and counsel to develop and train technical support supervisors.

·        Work with MetroCast’s engineering and operations teams to develop training material, policies, and procedures necessary for building departmental skill sets.

·        Ensure that all support center staff is adequately trained and following all documented call center and company policies and procedures.

·        Continually review call center statistics and refine operational plans as needed to ensure customer satisfaction while meeting budget guidelines and industry metrics.

·        Produce monthly reports depicting call center performance and distribute to company leaders.  

·        Develop and continue with the evolution of support center projects, policies, and procedures.

·        Attend industry training and seminars as required to enhance and evolve MetroCast’s Technical Call Center.

 

Job Qualifications:

·        Associates degree in Business, or minimum 5 years experience Supervising or Managing in fast-paced Call Center environment.

·        Well-developed planning, observation, analytical, and problem-solving skills are essential; this role is responsible for communicating problems/issues along with action plans or alternatives for resolution.

·        Ability to effectively manage a team and promote collaboration between shifts.

·        Exceptional interpersonal skills, including ability to persuade, negotiate and moderate conflicts are required.

·        Flexibility and the ability to quickly transfer resources if needed.

·        Demonstrate ability to effectively interact with all levels of management and other levels within an organization.

 

 

 

Job Qualifications:

·        Independent judgment and decision-making skills with respect to functional responsibilities including innovation, originality, and creativity are essential.

·        Outstanding office software skills.

·        Demonstrated working knowledge in networking, RF troubleshooting, email application trouble shooting, DHCP, software and operating systems.

·        Working knowledge of effective Call Center techniques and procedures.

·        Demonstrated capacity to interpret and react to Call Center statistics.

·        Excellent analytical, oral and written communication skills.

·        Problem solving and conflict resolving skills are a must.

·        Ability and willingness to work a flexible schedule and be on call for emergencies 24 x 7. Some after-hours and weekend work will be required.

 

If interested, you should send your resume to:  MetroCast Cablevision, 21 Jarvis Avenue, Rochester, NH  03868 or email hsdjobs@metrocastcablevision.com.

 

 

An Equal Opportunity Employer