Michael's Answer

Supervise a team of 18 Network Operations technicians across a 7x16 work group schedule to ensure efficient and effective restoration telecommunications facilities consistent with customer expectations. Maintain customer relations with both internal work groups and external revenue generating customers by accepting complaints and escalations concerning trouble resolution process and providing personalized, individual attention to specific customer needs. Manage and maintain compliance of internal processes and procedures by developing and deploying performance-based standards to the workgroup. Collect and analyze statistics on each employee's performance, productivity and quality of service provided. Based on collected statistics and personal observation evaluate, document and conduct formal review of employees contribution to team goals and objectives, individual performance and productivity. Train, counsel and mentor the employees to ensure knowledge, experience and skill level to constantly maintain and increase the maximum effectiveness of the work force.