About Frontier Communications:
Frontier Communications Corporation (NASDAQ: FTR) is a leader in providing communications services to urban, suburban, and rural communities in 29 states. Frontier offers a variety of services to residential customers over its fiber-optic and copper networks, including video, high-speed internet, advanced voice, and Frontier Secure digital protection solutions. Frontier's video offerings include FiOS and Vantage TV by Frontier with 100 percent HD picture quality, Total Home DVR, instant channel change, enhanced search, Video on Demand, and much more. Frontier Business offers communications solutions to small, medium, and enterprise businesses. More information about Frontier is available at www.frontier.com.
Scope & Responsibilities
Frontier Communications is seeking a Director, Commercial Customer Support Center to be responsible for nationwide commercial support and repair centers. The centers are responsible for 24/7/365 network surveillance and support of Frontier's Enterprise and Wholesale customer base. The successful candidate will need to direct a fast pace operation in a demanding customer service organization while providing strategic direction and oversight. This is an integral part of Frontier's overall NOC operation and the customer experience. The director will oversee, mentor, and provide technical leadership to the center managers and staff. The director will support Sales, Marketing, Engineering and Operations. This position is responsible for managing and directing the assets of the Frontier network and ensuring resolution of customer troubles in an expedient manner.
Specific responsibilities include, but not limited to:
Handle escalations for customer and network service troubles/outages 24 hours a day
Track and manage to deliver on department KPIs
Set direction for Commercial Support; planning and evaluation of all processes, procedures, systems, and equipment utilized in centers and network.
Evaluate and make decisions on the purchase and deployment of systems and applications used to monitor and support the network
Guide teams in development of all procedures and specification for trouble shooting network elements.
Review of trouble tickets, maintenance schedule and major service interruptions
Post mortem and root cause analysis input as needed
Evaluate and document policy and procedure
Direct monitoring, coordination, and escalation of any major or catastrophic conditions in Frontier's network (example: core network outages)
Partner with colleagues in the Network Operations Center's team as a liaison for all vendor support issues that require escalation for reconciliation
Direct multiple projects with various departments providing specifications and information on network systems
Hire, evaluate, and work with individuals to develop their skills. Coach teams to improve results, review team objectives, plan and evaluate resource levels and results. This also includes performance evaluations, and goal reviews.
Develop necessary budget criteria for upcoming and current years, and to maintain the budgetary guidelines for all current year budgets
Development, documentation, and implementation of processes and procedures to establish national standards. Monitor Commercial Support team to make sure these standards are set and followed. Advise field personnel of proper procedures and assist with vendor changes, updates, and product recalls.
Hours Flexibility to work in a 24x7 operation is expected
Must be able to work in a fast paced high pressure environment
Must be available 24x7x365 and prepared to handle escalations at any time
Must be able to work extended hours
Must be able to manage multiple projects
Some travel is required
Must have a solid understanding of IP and ATM technologies
Familiar with Internet protocols and services such as DHCP, DNS, e-mail, and RADIUS
Familiar with WiFi technologies such municipal and hot spot deployments
Must have a solid understanding of TDM, Data and Ethernet technology and associated equipment
Experience with managing large projects
Training/ Education Required: