Full TimeTown and Country, MissouriPosted 01/09/2025Business unit: Field OperationsAreas of interest: Call Center, Field OperationsRequisition Number: 2024-44508TDP405
JOB SUMMARY
Responsible for the supervision of direct reports, to ensure successful completion of all National Field Support (NFS) activities which 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.
TDP405 2024-44508 2024
Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.
A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
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