Supervisor, Commercial HiCap at Cox Communications, Inc. in Springfield, Virginia

Job Description:

*Primary Location: *7741 Southern Dr, Springfield, VA, USA
*Division: *Cox Communications Inc
*Job Level: *Team Lead/Supervisor
*Travel: *No
*Schedule: *Full-time
*Shift: *Day Job
*Requisition Number: *202001224
*Supervisor, Commercial HiCap* is responsible for supporting the growth of the system by assuring customer receive the highest level of quality during installation and repair of all Cox communications products. Contributes in the development and implementation of strategic plans to achieve department goals regarding optimization of business efforts. Coordinates established standards with all functional departments (both Corporate and System). Manages implementation and service of Cox Business equipment and services on a 24/7 network which may require call-in for serious malfunctions and shift work as required. Serves as a liaison for Residential Field Operations to Cox Business services. Develops partnerships, method and procedures to support Cox Business in Residential Field Operations.

***Essential Duties and Responsibilities:*
Leads team of technicians for a designated geographic location who are responsible for the installation and servicing of commercial/residential properties in video, hospitality insertion, high-speed internet, CME s, telephone services, PRI s, post fiber installations and service, Sip trunking, and Ultimate WIFI solution product utilizing mesh topology.
Ensures the completion of scheduled work within budget by monitoring daily production of work completed.
Performs data analysis using appropriate tools and system transactions to improve efficiencies and support recommendations.
Maintains statewide standard and consistency for Cox Business Service operations and ensures team maintains Cox Business service level agreements.
Identifies customer concerns/escalations and resolves customer issues expediently and accurately. Accurately identifies performance trends and coaching opportunities for employees.
Contributes in integrating new technologies and services into regular installation and service operations.
Provides direction and participates in the repair of technical issues and helps to resolve complex customer problems.
Fosters collaboration and partnerships with the various workgroups such as Field Operation ASC leadership, Service Delivery, Network Operations, Technical Support, SOC, Sales Engineering, Sales and others.
Performs regular job inspections and ride-alongs with Field Service Technicians to monitor and assess technical and customer service skills, job quality and performance.
Improves field and office performance efficiencies by recommending improvements in methods, reviewing MOPs and job specifications, budget expenditures, equipment usage, and procedural modifications.
Ensures effective use of \\"people resources\\" by contributing in forecasting work force requirements, developing staffing plans, and delegating work task responsibilities.
Ensures Time and Labor records are maintained and accurate.
Assists employees in accomplishing objectives by monitoring performance, providing training, feedback, coaching, counseling, and evaluation.
Contributes in ensuring a high standard of productivity and accuracy by effectively interviewing, hiring, and training employees to attain proficiency and high performance.
Ensures that employees are treated fairly by interpreting and implementing company policies, recommending personnel actions, and by completing necessary reports and forms.
Protects the safety of workers by adhering to policies, holding safety meetings, and training workers to prevent accidents or injury.
Manages inventory control and maintenance by rendering vehicles, tools and material checks for Field Service Technicians.
Investigates theft of cable service complaints to verify nature of loss and recover equipment.
Clearly communicates yearly company goals, team goals and individual accountabilities on a monthly basis.
Contributes in managing staff loading, on call and special event coverage schedules.
Manages reports and logs to identify system performance and potential problem areas.
Provides advanced technical support and problem resolution for Cox Business Enterprise/SAS customers.
Partners with contract management on resources, work quality, and performance.
Partners with third party vendors to ensure customer satisfaction is achieved
Qualifications: Minimum

* 3 or more years of recent directly related experience within a Field Operations environment
* Experience in Telecommunications Industry
* Demonstrated leadership (formal or informal)
* Requires strong knowledge of Edgehealth, Cisco Prime, and Cox offered Web Tools
* Excellent interpersonal, leadership, presentation, and collaboration
* Valid local state Driver s License with driving record that meets Cox Standards

*Preferred *

* BS/BA degree in related discipline strongly desired* *
* 2 or more years of experience in a leadership role

Who We Are
*About Cox Communications*
Cox Communications is committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. We're dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique.

*About Cox *
We are the Cox family of businesses. We ve been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us. Our primary divisions Cox Communications and Cox Automotive are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators. We re also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation. We re looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope you ll be going with us, and the common purpose that unites us at coxenterprises.com.
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.