Note: The job is a remote job and is open to candidates in USA. Point Broadband is seeking a Supervisor, Residential Customer Support to lead a high-volume remote call center team. The role supervises and develops Customer Support Specialists, monitors performance and quality standards, manages escalations, coordinates staffing and training, and promotes a positive, customer-focused team culture.
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
- Assists with the development of call center technology and productivity tools by monitoring performance levels and team activities. Tracks, analyzes, and reports performance data on key performance indicators
- Monitor schedules, attendance, and communicate staffing impacts while setting and enforcing attendance expectations with the team in collaboration with Work Force Management, HR, and Management team
- Make decisions and solve problems while working under pressure in fast paced environment. Responding promptly, resourcefully, and professionally to escalations and issues as they arise. Effectively de-escalates conversations and identifies needs while also setting proper expectations and following through to ensure positive resolution is achieved
- 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 and share in company’s core principles and mission
- Develop, facilitate, and administer effective training plans, in collaboration with the Training and Quality department to support the success of new and existing employees. Continuously identify and address any training gaps present
- Analyze customer interactions on consistent basis against established quality standards, as well as continuously promote and enforce quality standards with team. Develop new and enhance existing quality standards that lead to improved customer experiences
- Create an environment in a virtual setting that fosters teamwork, accountability, and efficiency, while positively impacting the employee and customer experience. Provide input, as well as communicates, the company strategy and motivates the team toward achieving company vision, mission, and purpose
- Facilitates team engagement activities, manages change effectively, and celebrates successes to promote a positive team culture
- Develop coaching plans in a feedback-rich environment based on performance standards. Provides consistent coaching, feedback, and mentoring to team to promote continuous improvement, growth, and professional development of assigned direct reports
- Displays strong organizational and excellent time management skills, prioritizing tasks effectively. Comfortable managing through ambiguity and possesses strong critical thinking skills. Consistently exercise independent judgment and discretion in times of significance
- Administers all company policies, taking appropriate action as necessary and supporting an employee and customer centric organization
- Performs other duties as needed or assigned
Skills
- Associate degree or equivalent work experience
- Five or more years Telecommunications industry experience
- Ability to work in a fast-paced environment. Multitask, set priorities, and manages 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, including responsiveness and technical understanding of customers' present and future needs
- 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 that will increase operational effectiveness at all levels
- Self-motivated and must excel in a minimally managed, high-profile position
- Experience leading, engaging, and monitoring a remote team
- 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. [If you live within the Clearwave Fiber footprint, this is partly covered as part of your employee benefits]
- 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
- Two or more years of Call Center Leadership experience, preferably including experience in Telecommunications, Customer Service, and/or Sales
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
- Fast and reliable internet service is partly covered as part of employee benefits if you live within the Clearwave Fiber footprint
Company Overview