Supervisor, Service Delivery / Dispatch

This position is remote, however the preferred candidate will be located in KS, GA, FL or IL.

We are looking for a career minded, self-motivated leader to come in and help guide our Service Delivery and Dispatch Team. The Service Delivery Supervisor would be responsible for organizing field activities, scheduling and leading a team responsible for supporting field technicians.

What you will do:

• Actively and consistently supports all efforts to simplify and enhance the customer experience. This includes, but is not limited to, phones, and email traffic as well as efforts to ensure routing is complete through automation.
• Ensures personnel is effectively liaising between the technical group and customer operations by monitoring the responses to customer service requests and by ensuring appropriate prioritization and dispatch of service requests to Field Technicians.
• Monitors work queues to ensure all service calls are being managed and completed in a timely manner.
• Monitors real time call/email/chat/text flows, service levels and other critical interaction statistics to ensure calls are answered in a timely manner and abandon calls are minimized.
• Meet monthly key performance goals for customer satisfaction, quality, productivity, and key performance metrics.
• Monitor and evaluate agent monthly performance, including call/email and after- work monitoring (using call recording and quality assurance applications), review productivity and attendance reports, and coach staff members to improve performance.
• Conduct formal agent performance reviews, including annual goal- setting/performance development plan, mid-year performance review, and final year- end performance review. Assist agents with career development.
• Daily monitoring of work calendar statistics to include days out in all queue codes and appropriate escalation to the Field Team to bring the calendars into specifications.
• Oversees calendar management. Maintains focuses on pending activity to provide a quality experience for customers.
• Develops and delivers daily, weekly, and monthly analysis of data related to calendar activity and field productivity for operational management personnel.
• Ensure that customers' questions and problems are resolved properly and quickly. Address challenging customers and problems that require escalation outside of the department.
• Communicates with other departments as needed to facilitate an on-time and error free service order process including service order entry, routing, provisioning, and successful installation and testing of all Hargray business products sold. Identifies gaps related to order flow through the system and collaborates with other departments to address those gaps.
• Report, analyze and resolve system, customer, and operational issues that impact service quality. Strive to provide all customers with an outstanding customer experience.
• Build, establish and maintain open lines of communication with agents, peers, trainers, managers, Engineering, Marketing, and other areas of the company to facilitate problem solving.
• Support and promote all company and departmental sales, service, and quality initiatives.
• Interview and hire prospective support staff.
• Assist in administering vacation and staffing schedules and forecasts.
• Build and maintain a positive working environment that attracts and retains high- quality staff.
• Plan and manage a range of non-phone activities for agents, including workshops, call center cross-training, eLearning courses, knowledge reinforcement and brainstorming sessions.
• Performs special projects and other duties as assigned.

What you will need:

• Bachelor's Degree or equivalent experience
• Prefer 5 years telecommunications industry experience
• Minimum of 5 years management experience
• Ability to communicate effectively with customers, employees, and managers.
• Able to effectively manage others including tracking and monitoring productivity, providing appropriate feedback to employees on a timely basis and driving desired results
• Demonstrated ability to be flexible and work in a fast paced, changing environment
• Ability to communicate clearly with written and verbal correspondence as needed
• Attention to detail
• Strong listening and problem-solving skills
• Excellent time management skills
• Ability to maintain confidentiality
• Excellent organizational skills
• Ability to work in a team environment
• Self-motivated and results-oriented while working with minimal supervision
• Strong computer skills
• Able to work flexible hours including nights, weekends & holidays

What we offer:

Clearwave Fiber appreciates the role our associates play to help the company grow, and in return an excellent benefits package is offered to our associates to recognize the importance of their contributions such as:

• Short & Long-term bonus plan
• Medical, dental, and vision plans - begins when you start!
• Company-paid life insurance, with voluntary options for dependents
• Company contributions to HSA/HRA accounts, with FSA plan available
• Paid Time Off
• 401(k) with match - vested upon hire
• Company paid short-term & long-term disability plans

Additional Perks

• Free Clearwave Fiber services if living within service area
• Tuition reimbursement - Clearwave Fiber encourages staff members to pursue ongoing education and gain industry certifications
• Clearwave Connections - Associate recognition program
• Employee Assistance Plan and 24/7 Health Advocate at no cost to you
• Voluntary accident, critical illness, hospital indemnity and legal plans
• Employee Referral Plan
• Collaborative work environment

Our Core Values:

Purpose - We are about more than ourselves.

Ownership - We are owners.

Courage - We embrace challenge.

Resourcefulness - We find a way.

Simplicity - We focus on what matters.

About us:

Clearwave Fiber, a 100% Fiber Optic Internet provider offering business, enterprise, and residential communications services, is expanding its network to reach new communities across the Midwest and Southeast regions. This new venture was formed from Hargray Fiber and Clearwave Communications. Clearwave Fiber has the financial backing of Cable One, GTCR, Stephens Capital, and The Pritzker Organization. Our Team of more than 400 colleagues is committed to delivering the most advanced technology and customer service. If you enjoy technology and are passionate about working with a new venture with strong investment partners, we'd like to invite you to consider joining us in this endeavor.

Pre-hire Processes:

Clearwave Fiber is committed to keeping our associates and customers safe. Job offers are contingent upon the results of background, drug screening, and reference check. Only after successfully passing these pre-hire clearances are individuals approved for hire and ready to start their successful and rewarding career.

EOE/M/F/D/V/SO

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