Supervisor - Tech Support, Contact Center

 Supervisor – Tech Support, Contact Center

Eagle, Vyve and Northland are leading broadband Internet providers serving largely non-urban communities in 16 states.  A technology leader in the cable and broadband sectors, Vyve Broadband offers an extensive range of broadband, fiber connectivity, cable television and voice services for commercial and residential customers. Residential services include high-speed Internet with speeds up to Vyve Gig, all-digital, high-definition video and fully featured digital voice. Vyve Business Services provides optical Ethernet, PRI and hosted voice services to the business community. Together, Eagle, Vyve and Northland serve areas of Alabama, Arkansas, California, Colorado, Georgia, Idaho, Kansas, Louisiana, Nebraska, North Carolina, Oklahoma, South Carolina, Tennessee, Texas, Washington, and Wyoming.

Job Summary:
Vyve Broadband’s Tech Support Supervisor will supervise and provide ongoing coaching, feedback and support to Inbound Call Center Tech Support Representatives.  Supervisor will enforce the organization’s integrity of sales and service, assure accurate revenue, operational effectiveness and the ultimate satisfaction of customers in our markets.

Our employees build connections with people daily and an attitude for helping and exceeding customer expectations!

Job Duties and Responsibilities

• Exhibits strong understanding and knowledge of contact center operations.
• Responsible for monitoring performance of Contact Center representatives, providing coaching to ensure our customers’ technical issues are resolved effectively and efficiently.
• Works with management and training department to ensure representatives are receiving training and development to include troubleshooting, policy/procedure, campaign offers, and any updates needed to support and service customer base.
• Provide guidance to Tech Support Contact Center representatives in the resolution of difficult situations. Ensures competence and continuity through effective training, motivation, coaching, development and recognition.
• Ensures that the goal of gaining, retaining and exceeding customer expectations is being performed by call center employees on a consistent daily basis.
• Log and track pertinent data to provide relevant feedback for ongoing operational efficiencies.
• Maintain current and accurate monitoring statistics and performance metrics.
• Maintain professional working relationships with personnel from all departments.
• Demonstrates advanced proficiency in all Vyve Broadband products, procedures and policies.
• Participates in special projects and performs other duties as assigned.

Supervisor Duties

• Supervises the day-to-day operations of the department, is directly involved with and exercises independent judgment with respect to the following:
• Interviews candidates for open positions and makes recommendations for hire, rehire, or   promotions.
• Reviews and approves employee schedules, which includes requested time off and ensures sufficient staffing levels through scheduling and assignment of overtime as needed.
• Coaches and counsels employees in the area of conflict resolution with internal and external customers.
• Makes initial determination regarding whether an employee under his/her direction and control should be counseled and/or disciplined and makes recommendations as to the nature of the discipline regarding the same, including the issues of corrective actions and Performance Improvement Plans (PIPs).
• Assesses, prioritizes and alters work assignments of direct reports on a day-to-day basis as operational needs require.
• As needed, conduct periodic meetings (daily, weekly and/or monthly) with direct reports to provide: training on proper techniques, sales, services, and monthly progress reports.
• Prepares, conducts, or gives input to performance evaluations for employees under his/her     direction which is considered by the Company in determining annual merit increases.

Required Qualifications:

• High School Diploma or Equivalent
• 1 year(s) Internet Diagnostics/Troubleshooting experience
• Strong technical acumen
• Ability to handle multiple projects and prioritize
• Ability to work in a fast paced environment
• Excellent presentation skills (oral and written), as well as ability to motivate, teach and inspire staff
• Operational knowledge of MS Office 365
• Strong analytical, problem solving and decision making skills
• Self-development skills

Preferred Qualifications:

• 3 years in telecommunications/cable industry experience
• 3 years methods and procedures documentation and development
• 3 years GLDS/Broadhub or comparable billing system experience
• 1 years Salesforce experience
• Computer Science/Technical Certifications or Higher

Shift(s):
Must be flexible with the ability and willingness to work late evenings, weekends, and certain holidays. Vyve Broadband’s Contact Center operational hours are 7 days a week, 24 hours a day.

Physical Job Description:
Active verbal/typing communication in virtual environment, 8 to 9 hours each scheduled workday.

Sitting and standing positions 8-9 hours each scheduled workday.

WE PROUDLY OFFER:

• A friendly and fun work environment

• Communication and training

• Great benefits package

• Employees that live in our markets are eligible for courtesy cable including free or reduced priced video, internet, AND voice services

• A culture that encourages growth

Equal Opportunity Employer. Pre-employment drug test, motor vehicle record and background check required.

Vyve Broadband, Northland Communications, and Eagle Broadband are equal opportunity employers and do not unlawfully discriminate against employees or applicants for employment on the basis of an individual’s race, color, religion, creed, sex, national origin, age, handicap, disability, marital status, veteran status, reserve or National Guard status, or any other status protected by applicable law.

The above is a summary of responsibilities.  Vyve anticipates that the job responsibilities described herein may change from time to time as the needs of the system are developed.

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