Manager Customer Repair I

Provides 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 Lumen workgroups. Typically, the interaction is during the time of a service outage. This position is responsible for providing Superior Service to our growing customer base.

• Responsible for scheduling day-to-day activities. Assigns tasks, checks work, develops schedules and may perform individual tasks related to group
• Acts 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
• Ensures that adequate staffing is in place to handle the work function assigned to the position’s area of responsibility. Assists in the selection and training of employees within the center
• Other duties as assigned.
• Be available for after hour's escalations/engagement by employees, customers or management (On Call rotation duties).
• Monitors individual employee performance on an ongoing basis. Responsible for conducting formal reviews with employees under this position’s supervision, as required in the Company’s policy on performance evaluation
• Administers company policies and monitors the daily results, costs, and methods of the work group
• Assist in planning and implementing new procedures promptly, allowing employees the ability to carry out their responsibilities
• Ensures that all functions are performed in a timely fashion and meet corporate and departmental specifications
• Promotes 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

• Exemplary verbal and written communication skills. Must have the ability to engage in written and verbal communications with all levels of Lumen employees, customers and partners
• 3-5 years of related experience
• Self-development orientation, initiative, delegation, development of subordinates and setting of work standard
• Demonstrated high personal work standards
• Basic or better understanding of Transport and Internetworking technology
• Knowledge of PC applications (Microsoft Office, Internet Explorer, Microsoft Outlook, SAP).
• Must be able to develop and implement new processes and procedures that will increase productivity while lowering cost

• Knowledge of various network applications including NTM-Remedy, Clarify, Lumen Control Center, and Automatic Call Distribution call tracking systems such as Cisco Finesse
• Associate degree in a related field or equivalent work experience plus 5+ years of relevant experience
• Previous lead or supervisory experience preferred
• Proven ability to work in a dynamic team environment with ever-changing requirements and ability to adapt quickly to those changes