[Hiring] Supervisor Field Operations Support @Forged Fiber 37

Role Description

The Supervisor is responsible for managing the daily operations of a team of 15 or more frontline employees who support field technicians and internal partners, as well as complete offline order resolution fallout work to ensure reliable service delivery for fiber customers.

• This role provides day‑to‑day leadership and oversight, ensuring workflows are appropriately assigned, workloads are balanced, and all operational needs are consistently met.
• The Supervisor may provide hands‑on support as needed while administering company policies and monitoring performance results, costs, and operational effectiveness within the workgroup.
• The Supervisor plays a key role in developing team capabilities by delivering training, coaching, and ongoing performance management.
• Emphasis is placed on quality standards, customer interactions, expense control, and technical proficiency.
• This position also ensures established methods, techniques, and procedures are effectively reinforced and continuously improved.
• A successful Supervisor fosters a high‑performing team environment by promoting accountability, attendance, and performance standards.
• They actively cultivate engagement, morale, and inclusion within a remote workforce, while recognizing achievements through rewards and recognition programs that motivate continuous improvement and excellence.
• The Supervisor models and communicates the Forged Fiber 37 vision and culture, reinforcing organizational values and driving alignment across the team.

Qualifications

• Previous experience leading teams in a technical environment
• Demonstrated expertise in employee development, including training, coaching, mentoring, and performance management
• Proficiency with computer applications such as MS Teams, Outlook, Word, Excel, PowerPoint, PowerBI, and similar tools
• Preferred knowledge of systems including Salesforce, Optius, ODiN, NICE Cloud, LBViewer, CMS/EMS, Mosaic, Genesys, and UniQual
• Working knowledge of fiber installation and maintenance, residential and business services, local network processes, and Quantum Fiber products and services
• Strong consultative skills with the ability to build rapport, present solutions, develop cross-functional partnerships, and maintain a customer‑focused approach
• Experience in a fast‑paced, results‑driven environment with competing priorities and deadlines

Requirements

• Prior leadership experience
• Bachelor’s degree in a related field or equivalent work experience (typically five years of relevant experience)
• Exceptional interpersonal, written, and verbal communication skills
• Proven leadership capability
• Ability to work independently with minimal supervision
• Strong organizational and prioritization skills with the ability to perform under pressure
• Proven ability to negotiate timelines and meet critical deadlines

Benefits

• Comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing.