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Group Leader, Telecom Customer Operations

Job Information
Author ahnationtalk
Date September 11, 2018
Type Full Time
Company Hydro One Networks Inc
Location Rexdale, ON
Category Business / Management
Client Hydro One
Contact Information
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Group Leader, Telecom Customer Operations

Vacancy Number: 29322
Number of positions: 1
Town/City: Rexdale, Ontario (CA-ON)
Business Unit: SALES+MKTG
Department: SERVICE MGMT (10000877)
Job type: Regular
Duration of Assignment: Ongoing

General Accountabilities

  • Supervise staff in the performance of various phases of the following activities including supporting Incident Management, Problem Management, Change Management and Service Management as required.
  • Organize, schedule and assign work of the group to ensure appropriate distribution according to the level of difficulty and workload of staff.
  • Ensure that assignments are carried out efficiently and economically.
  • Be responsible for the work methods and procedures of the group.
  • Prepare and publish work schedules for shift staff ensuring coverage for workload. Instruct and develop staff according to their capabilities and recommend their reclassifications and progression.
  • Discharge normal administration responsibilities.
  • Provide guidance, support and mentoring to staff on how to handle complex issues.
  • Expand on plans involving telecommunications facilities originating within the department. Investigate and study overall projects in conjunction with other internal departments such as Sales and Service
  • Management.
  • Prepare proposals and respond to internal queries regarding the function of the work unit.
  • Assist in the planning of work programs and development of the budget.
  • Analyze costs, labour and material items and provide explanations relating to variances.
  • Participate in interdepartmental studies requiring engineering knowledge on telecom facilities, equipment, customer requirements and interfaces.
  • Review and provide guidance and feedback on new proposals.
  • Provide suggestions for improvements.
  • Provide support for HOT customers and act as an advocate on their behalf with external service providers as well as internal departments within HOT.
  • Provide context and details of customer related issues to Management and make recommendations for improvements Assess performance of carriers and provide feedback to Carrier services.
  • Attend meetings with common carriers for performance of leased circuit facilities.
  • Reinforce processes on Incident Management as well as Emergency Change and Outage Management to ensure best customer and corporate value of purchased services.
  • Prepare and provide internal training as required.
  • Prepare material for internal departments and including external customers or service providers on the function and value of the unit.
  • Ensure accountabilities are met for Health and Safety trainings.
  • Foster and encourage an environment where all employees are accountable for working safely.
  • Improve business results through effective policy control and consistent execution.
  • Show pride and leadership in the workplace.
  • Identify and take ownership to resolve local issues impacting employee engagement.
  • Maintain an awareness of the current state of the art.
  • Research ITIL processes, Industry Best Practices and attend conferences.
  • Perform other duties as required.

Selection Criteria

  • Requires a knowledge of electrical and electronic theory specializing in telecommunications facilities.
  • Requires a knowledge of engineering economics for comparison of various plans involving different types of equipment for economy and efficiency. T
  • Completion of 4 years of University training (Grade XII plus 5 years).
  • Requires experience in multiple areas of telecommunications including, but not limited to: fibre optics, teleprotection systems, power line carrier, wireless systems, wide area networks, local area networks and internet infrastructure as well as Network Operations Centre Management.
  • Requires experience in a supervisory capacity.
  • A period of over 8 years and up to and including 10 years is considered necessary to gain this experience.

If you share our passion for safety, our customer service focus, and are ready to play a lead role in building a bright future, we would love to hear from you!

Thank you for considering this opportunity and we welcome applications from all qualified candidates.  If you are being considered for an interview or other assessment one of our Recruitment Consultants will be in touch.  Furthermore, if you are being considered for an interview and require special accommodations please let us know.  Finally, short-listed candidates will be asked to pass a reliability check (which could include criminal background check, driver’s license abstract, education verification, etc.) prior being offered a job at Hydro One.

Deadline: September 24, 2018

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