About this role
Job Summary
Looking to lead a high-performing team dedicated to delivering seamless customer experiences and technical excellence? Join Spectrum as a National Field Support Supervisor, where you will guide and empower your team through complex technical operations, drive workflow improvements and ensure service standards are met every day. Your leadership will directly influence the efficiency and reliability of Spectrum’s National Field Support services.
Responsibilities
How You’ll Make an Impact
- Guide and instruct National Field Support representatives on provisioning, activations, troubleshooting, repairs, technical workforce assignments, routing and quota management
- Establish, monitor and achieve team goals, control workflow and contribute to the effective operation of field support
- Monitor real-time call flow, personnel availability, service levels and critical call statistics to ensure timely completion of customer interactions
- Review calls for quality assurance and coach team members for improvement based on identified training, process or behavioral needs
- Generate management reports and handle customer complaints or escalations according to Spectrum’s policies and guidelines
- Hire, evaluate, coach and counsel personnel, maintaining departmental standards of professionalism and productivity
- Interface with other departments through written and verbal communication to maximize efficiencies and resolve operational issues
Working Conditions
- Office environment with headset
- Operation spans seven days with varying hours, requiring flexibility for weekend, early morning and night shifts
Qualifications
What You’ll Bring to Spectrum
Required Qualifications
Education
- Associate’s degree or equivalent
Skills
- Possess knowledge of telecommunications products and services
- Advanced knowledge of National Field Support tools and systems
- Maintain confidentiality
- Adhere to local and federal regulations and company policies
- Communicate clearly and effectively in verbal and written formats
- Multi-task using multiple software programs
- Prioritize and organize information effectively with keen attention to detail
- Operate efficiently in a fast-paced, high-pressure environment to make decisions and solve problems
- Demonstrate good judgment and initiative to accomplish job duties
- Work independently
Preferred Qualifications
Education
- Bachelor's degree in business, mathematics, engineering, computer science or equivalent
Experience
- 1 + years of supervisory or leadership experience
- 4 + years of dispatch or customer service experience
- 3 + years of workforce administration experience
- 4 + years of telephone service delivery experience
- 4 + years of switch operations or telephony operations experience
- 2 + years of service activation experience