Salary Range: $58,748 to $97,913
Supervisor Customer Network Provisioning
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About Us
Frontier is a leading communications provider offering gigabit speeds to empower and connect millions of consumers and businesses in 25 states. It is building critical digital infrastructure across the country with its fiber-optic network and cloud-based solutions, enabling connections today and future-proofing for tomorrow. Rallied around its purpose of Building Gigabit America™, the company is focused on supporting a digital society, closing the digital divide, and working toward a more sustainable environment. Frontier is preparing today for a better tomorrow. Visit www.frontier.com.
About The Role
The Supervisor is responsible for the direct supervision of the Customer Network Provisioning team that specialized in all things Ethernet and Managed Services. This person will oversee production for the Ethernet and Managed services suite of products. Must have a strong knowledge base in Ethernet. The other primary responsibilities include: Ensuring orders are received, distributed, processed, completed, and billed by our service level agreement (SLA) to provide quality service to the customer. The Supervisor executes all supervisory responsibilities by the organization’s policies and procedures. Responsibilities include M6, Salesforce, and DPI complex issues, interviewing, hiring, and training employees; employee development, managing workflow in M6, DPI, and Salesforce, recognition and disciplinary actions. They will perform goal-setting activities and performance appraisals as directed. They will also be the second level of escalation raising Throughout this process the Supervisor will strive to initiate and develop process improvements and manage and implement those process changes to the team.
This person must have extensive knowledge in all aspects of provisioning which includes: the Salesforce order process, M6 (PSR/ EWO), DPI, and VFO (ASRs). In this position, you will work closely with the CNP Trainer/Systems Analyst, Account Executive, Solutions Engineers, CSA team, IT, Engineering, and Project Specialists, and other leaders of various teams that we partner with.
Responsibilities
- Provide a work environment that cultivates a culture of cooperation, innovation, and a strong work ethic. Ensure that the group is properly staffed. This will include quality checks to ensure accuracy, recognition, training, disciplinary actions, goal setting, and appraisals
- Effectively manage all customer orders which include: Assisting the team members with the customer orders, installations, disconnects, move, add, and change orders by review of daily reports and communicating with the team members
- Initiate and implement process improvements as needed to create efficiencies within the workgroup.
- Troubleshoot issues and delays with our internal teams such as Engineering, Project Management, and Sales. This position will be responsible for 2nd-level escalations
- Internal Communications – Provide management and our internal customers with information on orders and/or projects to communicate the direction we should be going to best serve Frontier’s customers
- Other duties and projects as assigned
Required Qualifications
- Kind and length of experience: Two to five years of supervisory experience with five or more years of network/traffic, cost of access, and relevant telecommunications experience. Demonstrated knowledge of the following: Engineering background, Circuit provisioning, vendor relations, circuit test and turn-up, customer service skills, human resource policies
- Special Skills (e.g., strong organizational skills, proficiency in specific software): The requirements listed below are representative of the knowledge, skill, and/or ability required. M6, DPI, Salesforce, and the Microsoft Office suite of products. Strong organizational skills are required to manage workflow and projects, and staffing requirements. Strong leadership skills are required with the ability to multi-task and work additional hours during peak activity
- Education, certification, and/or license requirements: BS degree with a strong background in telecommunications, or equivalent experience
- Physical Requirements (i.e., extended periods of sitting, bending, stooping, standing, walking, or driving; frequency of lifting or carrying heavy objects – specify required weight; required communication skills – verbal/auditory):
- Sitting – Remaining in the normal seated position for extended periods
- Carrying – Transporting an object, usually holding it in the hands or arms or on the shoulder
- Carrying print files -weighing various weights – multiple times daily
- Lifting – Raising or lowering an object from one level to another (includes upward pulling)
- Lifting job files located in a five (5) drawer file cabinet -is required multiple times daily
- Balancing – Maintaining body equilibrium to prevent falling when walking, standing, or crouching
- Stooping – Bending body downward and forward by bending the spine at the waist.
- Access to multiple file drawers, both lower and upper drawers, ranging from 1 foot to 5 feet high – multiple times daily
- Reaching – Extending the hand(s) and arm(s) in any direction.
- Reaching file cabinets that range up to 5 feet tall, with 4 drawers. File drawers, (in 5-foot cabinets) measure twelve inches tall and are one on top of the other, requiring extending arms and hands and the ability to read each file, to access appropriate files in each drawer.
- Computer Data input, from files and invoice handling, requires arm and hand dexterity
- Handling – Seizing, holding, grasping, turning, or otherwise working with hand or hands (fingering not involved.
- Seeing – The ability to perceive the nature of objects by the eye. Seeing is important for those activities in which good eyesight is required for the production and/or safety of self and others.
- Writing – Forming or producing written letters, words, or sentences.
- Keyboarding – Operating a computer or typewriter using a keyboard.
- Environmental Factors (e.g., ability to work in extreme heat/cold, ability to work at heights over 15 feet, ability to work 3rd shift, ability to work weekends/on-call):
- Some travel may be required
- Ability to work a flexible schedule as needed for customer conversions.
Decision Making
Identify the types of decisions that this job can make on its own, as well as those that must be referred to a higher level of management.
- What typical decisions does this job have complete authority for making? Has the ability to change processes and procedures to ensure best practices. The position will handle all 2nd-level escalations. Has authority to evaluate and take disciplinary action concerning employee performance.
- What typical decisions must be referred to others for approval? All serious employee infractions requiring written disciplinary actions should be referred to the manager for approval. All changes in the scope of orders requiring additional investment should be referred to management for approval. Any process changes must be approved by management before implementation.
Frontier salaries are estimated by third parties and may or may not reflect actual or total compensation. Please confirm with your recruiter.
We are deeply committed to attracting talented team members in the US from all backgrounds regardless of race, age, gender, ethnicity, religion, sexual orientation, disability status, or nationality. However, at this time, we are not sponsoring any Visas.
Frontier Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
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