Supervisor, National Field Support

JOB SUMMARY

Responsible for the supervision of direct reports, to ensure successful completion of all National Field Support (NFS) activitieswhich include provisioning, activations, troubleshooting, repair, technical workforce jobs, routing and quota management. Responsible for hiring, training, development and performance evaluations of their teams.

MAJOR DUTIES AND RESPONSIBILITIES

• Provide guidance and instruction to NFS representives for all NFS activities
• Coach and develop best practices for handling of service complaints, and handle escalation complaint calls from customers.
  
  
• Conduct monthly development sesssions with individual team members to coach and develop service excellence.
  
  
• Conduct annual performance evaluations, provide feedback and develop action plans for continuous improvement.
  
  
• Ensure that departmental standards regarding courtesy and productivity are maintained and that budgeted quotas are met; regularly monitor performance metrics and provide feedback and coaching.
  
  
• Generate reports for management as required.
  
  
• Handle customer escalations per established policies, procedures and guidelines.
  
  
• Hire, evaluate, coach and counsel personnel in the performance of their duties.
• Interface with other departments through written and verbal communications to handle switch provisioning issues, network element provisioning issues and network issues; research customer complaints and provide feedback to requesting party.
  
  
• Perform other duties as required.

REQUIRED QUALIFICATIONS

Skills/Abilities and Knowledge

• Proficient in communicating in English
• Ability to effectively communicate with customers and external vendors in a courteous and professional manner
• Ability to maintain confidentality of customer and business data at all times
• Ability to work with others to resolve problems and handle outside requests
• Ability to use personal computer and software applications (i.e. Word, Excel, Pro Com, etc.)
• Ability to communicate orally and in writing in a clear and straightforward manner
• Ability to show judgment and initiative and to accomplish job duties
• Ability to prioritize and organize effectively
• Advanced knowledge of NFS' tools and systems

Education

High school diploma

Related Work Experience Number of Years

Telephone service delivery experience 4

Switch operations or telephony operations 4

Service activation experience 2

Supervisory experience 1+

Telephone customer service experience preferred

WORKING CONDITIONS

Office environment

7 Day operation (Hours may vary)

Ability to work flexible hours and support night or weekend work as needed

EOE Race/Sex/Vet/Disability

Charter is an equal opportunity employer that complies with the laws and regulations set forth in the following EEO Is the Law poster: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf

Charter is committed to diversity, and values the ways in which we are different.