[Hiring] Supervisor, Residential Customer Support @Point Broadband

Role Description

Responsible for taking full ownership of the customer experience in a high-volume remote call center setting. The Customer Support Supervisor coaches, inspires, motivates, and develops a team of Customer Support Specialists focused on providing exceptional customer experiences while meeting or exceeding established goals. This person takes a proactive approach to problem solving, responds promptly and professionally to escalated issues as they arise to ensure positive resolution achieved, and monitors daily activities within department. The Customer Support Supervisor promotes a positive team culture by celebrating success, managing change effectively, and providing consistent coaching and continuous development opportunities to team with a positive attitude.

Duties and Responsibilities

• Supervise and oversee daily activities for team of Customer Support Specialists within the contact center.
• Analyze department performance, showing judgment and initiative to meet and exceed established department goals.
• Assist with the development of call center technology and productivity tools by monitoring performance levels and team activities.
• Track, analyze, and report performance data on key performance indicators.
• Monitor schedules, attendance, and communicate staffing impacts while setting and enforcing attendance expectations with the team.
• Make decisions and solve problems while working under pressure in fast-paced environment.
• Respond promptly, resourcefully, and professionally to escalations and issues as they arise.
• Interact with customers, employees, and vendors via multiple communication channels including telephone, email, chat, video conferencing, and SMS.
• Attract and hire quality talent who thrive in a fast-paced, customer-centric environment.
• Develop, facilitate, and administer effective training plans in collaboration with the Training and Quality department.
• Analyze customer interactions on a consistent basis against established quality standards.
• Create an environment in a virtual setting that fosters teamwork, accountability, and efficiency.
• Facilitate team engagement activities, manage change effectively, and celebrate successes.
• Develop coaching plans in a feedback-rich environment based on performance standards.
• Display strong organizational and excellent time management skills.
• Administer all company policies, taking appropriate action as necessary.
• Perform other duties as needed or assigned.

Qualifications

• Associate degree or equivalent work experience.
• Two or more years of Call Center Leadership experience, preferably including experience in Telecommunications, Customer Service, and/or Sales.
• Five or more years Telecommunications industry experience.
• Ability to work in a fast-paced environment, multitask, set priorities, and manage time effectively.
• Excellent skills in creating an exceptional customer experience, building rapport, adaptability to different personality types, and problem-solving capabilities.
• Enthusiastic, personable, and a “can do” attitude.
• Excellent interpersonal, verbal, and written communication skills.
• Strong computer and data entry skills. Proficient in common office software including Microsoft applications.
• Basic functional, analytical skills (budgeting, costing) in a call center environment.
• Strong relationship building skills and business acumen.
• Ability to read, analyze, and interpret general business periodicals, professional journals, and technical procedures.
• Strong mathematical, analytical, communication, and organizational skills.
• Knowledge of Call Center and Leadership best practices.
• Experience and familiarity with implementing continuous improvement concepts.
• Self-motivated and must excel in a minimally managed, high-profile position.
• Experience leading, engaging, and monitoring a remote team.

Additional Qualifications

• Self-motivated and the ability to work independently with little or no supervision in a remote setting.
• Have a quiet, distraction-free work area in a location that provides privacy from other people, activities, and noise.
• Have a steady work surface.
• Have a comfortable chair.
• Adequate lighting.
• Working smoke and carbon monoxide detectors.
• Fast and reliable internet service.
• Current states available for remote hire: AL, AR, AZ, FL, GA, IL, IN, KS, KY, LA, MD, MO, MS, NC, NJ, NY, OH, SC, TN, TX, VA.

Benefits

• Medical (3 plans to choose from), Dental and Vision.
• Short Term Disability.
• Flexible Spending Accounts.
• Company Paid Life as well as Voluntary policies.
• 401(k) with generous company match.
• Paid Time Off.
• Share the Care Paid Time Off.
• Paid Holidays.
• Uniform/Boot allowance *Applicable by Position*.
• Cell Phone Allowance *Applicable by Position*.
• Career Progression Opportunities.
• Discounted Broadband Services *Where Applicable*.