Manager, Technical Operations

Company: Hargray Communications
Location: Macon
Posted on: May 3, 2021

Job Description:

Job Description

Are you looking for a career where time flies by and you are continually learning? Do you enjoy working in a fast-paced environment and delighting customers? Then you should join Hargray as a Manager, Technical Operations!

The Company: For over 70 years, Hargray has been connecting customers to each other and the world, growing from a local phone company to an industry leader providing residential, business, enterprise, and carrier wholesale communications services. Our mission is to envision and deliver customer delight. In addition to our long history of dedication and commitment to our community, we offer benefits for your health, wealth, protection, well-being, time, and more. Our team of over 800 colleagues supporting local markets throughout the southeast is committed to excellence, delivering the most advanced technology and the best service for our customers.

General Description of Position:

Provide leadership, guidance, coaching and motivation to the technical and operations staff in order to deliver a superior customer experience and achieve desired sales results. Promote and maintain a performance-based culture, where employees are inspired to do their best, and act as a mentor to foster employee professional development. Collaborate with other leaders and colleagues within and outside the functional departments to create synergies and to ensure processes are efficient and operational goals are met.

Duties & Responsibilities:

• Operates system effectively and efficiently with focus on delivering customer delight, maintaining high level service quality and superior operational performance.
• Responds to escalated customer inquiries and problem solves in a professional and effective manner.
• Provides guidance related to routing and schedule on repair orders and service orders; advises appropriate employees of any needed corrections or changes in information.
• Acts as a resource in resolving customer issues brought to the department through knowledge of company products, services, and policies and strong skills in negotiating.
• Creates strategies to ensure employee engagement and optimize employee performance consistent with company approach and strategy where possible.
• Implements proactive maintenance programs and develops processes to maintain system integrity, and minimize service interruptions.
• Supports efforts to improve service metrics, increase revenues, and manage expenses.
• Professionally represents Hargray at all times in the community and in front of customers, prospects, vendors and other key stakeholders.
• Communicates independently, effectively, clearly, and professionally with customers, employees, supervisors and managers to establish and maintain considerate and cooperative relationships.
• Provides guidance and mentoring to subordinates and other employees.
• Performs other duties as assigned.

Job Requirements

Minimum Qualifications:

• Bachelor's Degree or equivalent experience
• 5+ years of management experience
• Demonstrated ability to lead people and get results through others
• Ability to organize and manage multiple priorities
• Capable of designing and implementing employee training and development
• High-level problem analysis and problem resolution skills
• Strong customer orientation
• Excellent written and oral communication skills
• Proficient use of computer programs, including Microsoft Word, Excel, and PowerPoint

EOE/Disability

Keywords: Hargray Communications, Macon , Manager, Technical Operations, Other , Macon, Georgia