Network Operations Manager
The role of a Network operations manager is to performance manage a team of 17-32 outside technicians. The technician's skill sets include Special Services, Service Technicians, facility Locators and Splicing Technicians. The employees are within a union environment. Performance management includes: Tracking employee's compliance with attendance policies, customer service policies, and the Code of Business Conduct. Performance coaching includes developing formal and informal Performance Improvement Plans for employees not meeting the performance goals. Disciplinary coaching is also a part of this position and includes progressive discipline plans adhering to company, legal, and labor contract policies. In order to develop disciplinary action plans, and performance plans, analysis of data presented in spreadsheet, document, and other formats is necessary. A knowledge of training, development, negotiations, legal, and contracts, is required to perform these functions. Additionally, coordination between several organizations to achieve repairs and network maintenance is required.
- Resolved many cable failures, thefts and damages of ranging scope in number of affected customers, cable sizes, and duration to resolve. This required applying project management, inter-department coordination skills.
- Developed a "semi-automated" spreadsheet to assist my peers, and superiors in tracking the activity/productivity of technicians, especially during the weekend shifts.
- Managed technicians with varying skills types (i.e. Special Services, Gas Pressure, Installation, Repair and Maintenance).