Page 583 - Handbook of Modern Telecommunications
P. 583

4-114                   CRC Handbook of Modern Telecommunications, Second Edition

            4.6.5   Job Profiles for Human Resources of
                  Telecommunications Service Providers
            Successful operations require a well-educated management team with adequate skill levels. In order
            to make hiring and cross-education easier, the most important profiles for the teams should be well
            prepared and well maintained. These job descriptions serve as a basis to evaluate the completeness of
            existing descriptions and of existing documents on both managers and subject matter experts of the
            service provider.
              Job profiles should include the following items:
              •   Responsibilities
              •   External job contacts
              •   Qualifying experiences
              •   Required education
              •   Personal attributes
              •   Salary range
              In order to help service provider to prepare job profiles, a few examples are shown:
            4.6.5.1  Profile of a Network Operations Manager
            Responsibilities:

               1.  Supervises and monitors the quality of network management
               2.  Estimates cost and resource requirements
               3.  Reviews and approves processes and instruments
               4.  Performs planning and scheduling of products’ implementation
               5.  Develops, implements, and enforces procedural and security standards
               6.  Evaluates performance of processes, instruments, and people, and reports results to management
               7.  Plans and directs acquisitions, training, and development projects
               8.  Creates and supervises service-level agreements (SLAs)
               9.  Defines and selects quality of service (QoS) metrics
              External job contacts:
               1.  Other managers within information systems
               2.  Some users
               3.  Some vendors
               4.  External consulting companies
              Qualifying experience and attributes:
               1.  Prior experience in statistics, mathematics, accounting, computer science, telecommunications,
                 or the equivalent
               2.  Training in advanced practices, skills and concepts, administrative management, supervisory
                 techniques, resource management, budgeting, and planning
               3.  Excellent communication skills
               4.  Excellent negotiation skills
               5.  Excellent managerial skills
            4.6.5.2  Profile of a Call Center Operator
            Responsibilities:
               1.  Network supervision: Implements first-level problem determination procedures and maintains
                 documentation to assist customer in terminal operation
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