Supervisor, Call Center Operations

Supervisor, Call Center Operations

Astound, the sixth-largest telecommunications provider in the United States, is a leading supplier of cutting-edge technology and communications services—and applicants like you make it all possible. To develop your career, we provide one-on-one training and coaching, a supportive work environment and the opportunity to represent a superior telecommunications company.

Additionally, we offer a robust benefits package, including rewards, recognition and employee discounts to ensure your continued success. With us, you’ll stay empowered to do your best work by creating astounding possibilities for local communities and beyond.

Job Summary:

Oversee the day-to-day activities of a call center, including optimizing forecasting, staffing, scheduling and overall capacity plan performance to ensure service delivery and customer satisfaction across the enterprise. Focus on improving operational efficiency and optimizing workflows. Monitor, manage and respond to incident management of call center tools and technology and customer impacting events through social media, digital and voice channels. Oversight of Care Social Media team ensuring effective engagement with followers and alignment with company’s brand.

Where you will work: This is a hybrid opportunity! This position will sit in either Wilkes-Barre, PA; Bethlehem, PA; or San Marcos, TX.

Duties and Responsibilities:

• Identify customer impacting events through data gathering associated with social, digital and voice contact channels.
• Supervise, coach, develop and train agents and other support staff for increased knowledge and performance.
• Utilize WFM software and other technology tools to automate tasks and improve accuracy and efficiency.
• Review forecast to actual metrics for all internal, vendor and specialized queue groups to ensure accuracy and performance.
• Collaborate with other departments to create self-help opportunities that allow employees to self-service WFM requests or other technology platforms to reduce contacts for manual intervention.
• Effectively convey expectations, provide feedback and communicate customer and employee needs.
• Supervise tier 1 Help Desk to resolve technical issues and implement best practices to improve service delivery.
• Maintain documentation on performance, disciplinary actions, and coaching history.
• Support employee engagement, morale, and recognition efforts.
• Ensure consistent and cohesive customer messaging across all customer contact channels. (Phone, Social Media, Chat, etc.)
• Produce month end operational reporting for Help Desk and Social Media. (Sprout)
• Provide feedback to management on operational challenges, product/service issues, and customer trends.
• Ensure compliance with company policies, regulatory requirements (e.g., FCC, CPNI) and quality standards.
• Actively support, promote, and advance all aspects of Astound’s Inclusion and Belonging work, recognizing it as a business priority, including creating a work environment where all employees feel valued, respected, heard, and empowered.
• Other duties as assigned.

Requirements/Qualifications:

• Education: High school diploma or equivalent

Experience:

• Minimum of 2 years’ experience with WFM software required
• Minimum of 5 years’ experience in call center environment required
• Previous leadership experience in a call center environment required

Knowledge, Skills and Abilities:

• Knowledge of NOC Operations and high-level understanding of NOC Tools
• Ability to provide concise and clear communications both verbal and in writing
• Proficient in Call Center tools and technology
• Coaching and development skills
• Leader in change management
• Stay up-to-date on industry trends and share ideas on improvement opportunities associated with these trends

Work-from-Home Requirements:

• You need a dedicated, private room in your home that is quiet during work hours.
• You must provide an Internet connection of 50 MB or more, which is hard-wired (Ethernet connected) from the modem to your company PC.
• Astound will provide all computer equipment.
• Your desktop work surface must have room for 2 PC monitors.
• In the event of disruptions resulting in a poor Internet connection or in-home disruption, you will be required to work from the office.
• Employees must live within a 60 mile commuting distance from the Wilkes-Barre, PA; Bethlehem, PA; or San Marcos, TX office.
• You will be required to sign a written form to acknowledge these work-from-home requirements.
• You must have a personal cell phone to install a security application.

We are Proud to Offer an Astounding Benefits Package Including:

• Rewards: Competitive compensation plan
• Entertainment: Free internet/video/phone service if you reside in an Astound serviceable area
• Retirement: 401k with employer match and immediate vesting
• Family: Paid parental leave and insurance benefits (Medical/Dental/Vision/Life/Disability)
• Professional Development: Paid training & tuition reimbursement program
• Leisure and Fun: Employee discount program
• Live YOUR Life: Generous paid time off plans
• Impact: Established, yet growing, organization where you can make a real impact!

*Benefits listed above are for regular full-time position

Is this the career opportunity you’ve been searching for? If yes, then apply now! The base salary range in Pennsylvania and Texas for this position is $40,000 - $65,000 (annually), plus opportunities for bonus, benefits and commission, if applicable. The base pay range represents the low and high end of the hiring range for this job. Actual pay will vary and may be above or below the range based on various factors including but not limited to relevant skills, experience, and capabilities. It is specific to Pennsylvania and Texas and may not be applicable to other locations.
Our Mission Statement:
* Take care of our customers
* Take care of each other
* Do what we say we are going to do
* Have fun

Diverse Workforce / EEO:

Astound is proud to be an Opportunity Employer, and we are dedicated to cultivating an inclusive workplace where employees feel valued, respected, and empowered. Discrimination of any kind has no place here. We are committed to providing equal opportunities for all employees and applicants, regardless of race, color, religion, sex, gender, pregnancy, childbirth and related conditions, national origin, age, physical and mental disability, marital status, sexual orientation, genetic information, military or veteran status, citizenship, or other status or characteristic protected by applicable law. We strive to create a culture that celebrates our differences and promotes fairness and inclusivity in all aspects of our business.

FCO (For San Francisco Candidates Only):

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

CCPA Employee Privacy Policy (For California Candidates Only): https://www.astound.com/wp-content/uploads/2023/09/CCPA-Employee-Privac…