Supervisor, National Field Support at Charter Communications

Job Description:

Latest job information from Charter Communications for the position of Supervisor, National Field Support. If the Supervisor, National Field Support vacancy in Frisco, TX matches your qualifications, please submit your latest application or CV directly through the updated Jobkos job portal.

Please note that applying for a job may not always be easy, as new candidates must meet certain qualifications and requirements set by the company. We hope the career opportunity at Charter Communications for the position of Supervisor, National Field Support below matches your qualifications.

Responsible for the supervision of direct reports to ensure successful completion of all National Field Support (NFS) activities which include provisioning, activations, troubleshooting, repair, technical workforce jobs, routing and quota management. Responsible for the hiring, coaching, development, and performance evaluations of their team.

Actively and consistently supports all efforts to simplify and enhance the customer experience.

Provide guidance and instruction to NFS representatives for all NFS activities.

Interface with other departments through written and verbal communications to maximize efficiencies and resolve issues.

Responsible for meeting and establishing team goals, monitoring and controlling workflow and contributing to the effective operation of the NFS.

Monitor real time call flow, call pools, inbound personnel availability, service levels, and other critical call statistics to ensure calls are answered and completed in a timely manner. Monitor calls for quality assurance and coach for improvement when training, process or behavior issues are identified.

Generate reports for management as required.

Handle customer complaints and escalations per established policies, procedures and guidelines.

Hire, evaluate, coach and counsel personnel in the performance of their duties.

Research requests for priority work, determine needs, and take appropriate action within established policy guidelines.

Ensure that departmental standards regarding professionalism and productivity are maintained and be an example of those standards.

Perform other duties as required.

Required Skills/Abilities and Knowledge

Ability to maintain confidentiality of customer and business data at all times

Ability to adhere to local and federal regulations and company policies

Ability to communicate verbally and in writing in a clear and straightforward manner

Ability to multi-task using multiple software programs

Ability to use a computer and software applications and departmental tools

Ability to prioritize and organize information effectively with a keen attention to detail

Ability to work in a fast-paced, high-pressure environment to make decisions and solve problems Ability to show good judgment and initiative to accomplish job duties

Proven ability to work independently Knowledge of telecommunications products and services Advanced knowledge of NFS' tools and systems

Required Education

Associate's degree or equivalent work experience

Preferred Skills/Abilities and Knowledge

Knowledge of telecommunications products and services

Preferred Education

Bachelor's degree in Business, Mathematics, Engineering or Computer Science, or equivalent work

experience

Preferred Related Work Experience and Number of Years

Supervisory or leadership experience - 1

Dispatch or Customer Service or equivalent experience - 4

Workforce Administration or equivalent experience - 3

Telephone service delivery experience - 4

Switch operations or telephony operations - 4

Service activation experience - 2

WORKING CONDITIONS

Office environment

Exposure to moderate noise levels

7-day operation (hours will vary)

Flexibility with work schedule required (weekend, early morning, night shift, etc.)

PHYSICAL AND MENTAL REQUIREMENTS

Physical Requirements

Ability to work seated for prolonged periods of time

Ability to wear telephone headset

Here, our employees don't just have jobs, they're building careers. That's why we offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life.

A qualified applicant's criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.

Get to Know Us Charter Communications is known by our Spectrum products and services, including: Spectrum Internet®, TV, Mobile and Voice, Spectrum Networks, Spectrum Business and Spectrum Reach. When you join our team, you'll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.

Grow Your Career Here We're committed to growing a workforce that reflects the customers and communities we serve - providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.

Job Info:

• Company: Charter Communications
• Position: Supervisor, National Field Support
• Work Location: Frisco, TX
• Country: US

How to Submit an Application:

After reading and understanding the criteria and minimum qualification requirements explained in the job information Supervisor, National Field Support at the office Frisco, TX above, immediately complete the job application files such as a job application letter, CV, photocopy of diploma, transcript, and other supplements as explained above. Submit via the Next Page link below.