Note: The job is a remote job and is open to candidates in USA. Lumos is a fiber internet provider delivering 100% fiber optic internet to homes, businesses, and communities. The Supervisor - Service Operations leads employees and contractors responsible for customer installations and troubleshooting, while managing service quality, safety, budgets, SLAs, operational efficiency, and process improvements.
Responsibilities
- Supervises teams in the achievement of service and quality objectives, maintains alignment with budgets and SLAs, and creates and present reports about service metrics, embodying Lumos’s servant leadership model
- Demonstrates leadership and vision managing people, major projects, and initiatives
- Provides direction to managers and supervisors in areas of quality assurance, safety, productivity monitoring, training, and budget & SLA adherence
- Performs proactive and reactive field visits: assessing customer service with site visits to customers to obtain their feedback on their experience with tech installation or repair, perform compliance reviews of vendor-provided services, and coordinate appropriate installation and repair activities
- Performs administrative duties including management of employee timesheets and contractor invoicing, differentiating between capital and operational expenses, installation and repair calendar scheduling, approving invoices, and supporting invoice audits
- Ensures teams follow service and safety standards as required by State Corporation Commission, industry & manufacturer guidelines, OSHA, National Electric Safety Code, Departments of Transportation, and local building codes covering our multi-state network
- Responsible for managing the overall operational and daily activities of the department: planning and implementing systems that support the work and fulfill the mission and goals of the department efficiently and effectively
- Supports Manager in budget adherence as well as multiple service quality standards including Troubles/100 Lines, Repeat Troubles, Drop Wire Troubles, Inside Wire Troubles and certain levels of complaints
- Works with day-to-day fiduciary functions to ensure effective expense measures are in place
- Ensures operational efficiencies along with accountability and adherence to departmental policies and procedures for his/her team
- Establishes performance measures, goals, objectives, and priorities for team
- Evaluates employee work performance; identifies appropriate training and counseling opportunities when needed in partnership with leadership and hr team
- Evaluates and recommends changes and improvements to management regarding departmental policies, procedures, and issues to improve productivity and efficiencies
- Performs other duties as assigned including departmental and cross-functional projects
Skills
- Candidates must reside within 1 hour of Brownsburg, IN
- Valid, fully unencumbered Driver's License required
- Exceptional customer service and interpersonal presence
- Solid people leader; open to giving and taking direction, as well collaborative work styles and a commitment to get the job done
- Able to successfully build and maintain relationships within and across teams, demonstrating servant leadership behaviors and project management skills
- Excellent written and verbal communication skills
- Possesses strong time management and organizational skills
- Maintains flexibility and grace under pressure in a fast-paced, ever-changing environment – managing multiple projects and priorities simultaneously, approaching others in a tactful manner, accepting responsibility for own actions, and following through on commitments
- Demonstrates self-motivation and team player attributes with a positive, collaborative management approach and attitude
- 6+ years' Service Operations experience in telecommunications required
- High school diploma or equivalent required
- Able to travel to various worksites or service locations as the job requires
- Proactive, independent, and ability to take initiative to keep on-task and on-target
- Frequently operates computer, keyboard, and related peripherals
- Frequent travel to construction sites – standing, walking, & safely navigating in all weather
- Near-constant use of sight, speech, hearing, comprehension, and reasoning
- Applicants must be at least eighteen (18) years of age at the time of application
- Bachelor's degree preferred
Benefits
- Remote position with on-site responsibilities within the Brownsburg, IN market when needed.
- Company vehicle provided.
- Mobile phone provided.
- Comprehensive health, dental, and vision coverage.
- Competitive compensation packages, including bonus options for eligible positions.
- Paid Time Off and Paid Holidays.
- Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs).
- 100% employer-paid life and disability insurance.
- Employee Assistance Program (EAP) with access to professional support for life’s challenges.
- 401K plan with up to 5% employer contribution and a self-directed brokerage option.
- Wellness program offering education and cash incentives for gym attendance and nutrition programs.
- Employee referral bonuses.
- Discounts on Lumos Fiber Internet for employees who live in our service areas.
Company Overview