Call Center Supervisor - Full-time / Part-time

Join us as we create the world-class customer experience that sets us apart. Enhance lives with powerful technology and be part of the team that helps customers get the most out of our innovative products and services every day.

Responsibilities

This position is for a Supervisor in the Fiber Solutions Center (FSC) located in Irving, TX.  The center handles technical support for voice, data, and video for our FiOS customers and field technicians. The center is also responsible for order control, ensuring orders are provisioned on time. The candidate will manage a team of 15-25 craft employees and will be responsible for meeting center and organizational objectives on key performance measurements; EX: FCR, ERP, NPS, LPR, . The FSC will cover extended hours, up to 24 x 7, This role is for the night shift 10pm-7am

Qualifications

Required Skills & Experience

• 3-5 Years of Supervisor experience managing a team of direct reports of 10 or more in-house employees
• Experience working in a call center environment
• Understands management techniques with the ability to resolve employee relations issues, motivate a team, performance and rewards issues.
• Strong leadership and interpersonal skills
• Strong Communication / Written skills
• Proficient in MS office
• Knowledge of FTTP process and systems (iVAPP and vRepair or CAD)
• Bachelor's degree or equivalent job experience

Desired Skills & Experience

• Operational working knowledge of IP networks, routers and protocols
• Must be familiar with FTTP network architecture and equipment ONT/OLT/ERX
• Experience dealing with a union workforce and knowledge of the bargaining agreement
• Operational working knowledge of IP networks, routers and protocols
• Internet Service Knowledge / Telecom background

Equal Employment Opportunity

We are an equal opportunity employer m/f/d/v.