Supervisor, Call Center Operations

Astound Broadband

8d • $40,000 - $65,000

About The Position

Astound is a leading provider of internet, WiFi, mobile, and TV services, dedicated to connecting communities and empowering lives through innovative technology. We also keep businesses connected with dependable fiber infrastructure and internet solutions backed by award-winning service, helping organizations thrive in an increasingly connected world. At the forefront of digital transformation, we continuously evolve our offerings to meet the dynamic needs of our customers—delivering reliable connectivity and groundbreaking digital experiences. Our commitment to excellence extends beyond infrastructure. We invest in our people through personalized training, coaching, and a supportive work environment that fosters growth and opportunity. Employees are empowered to represent a superior telecommunications company while making a meaningful impact in the communities we serve. We offer a robust benefits package that includes rewards, recognition programs, and employee discounts—ensuring our team members are supported in both their professional and personal journeys. At Astound, we believe in creating astounding possibilities for everyone, everywhere. A Day in the Life of the Supervisor, Call Center Operations: 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. 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 Diversity, Equity and Inclusion (DEI) goals and initiatives, recognizing it as a business priority, including creating a work environment where all employees feel valued, respected, heard and empowered to do their best work Other duties as assigned.

Requirements

• 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
• High school diploma or equivalent
• 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

Responsibilities

• 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.
• 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 Diversity, Equity and Inclusion (DEI) goals and initiatives, recognizing it as a business priority, including creating a work environment where all employees feel valued, respected, heard and empowered to do their best work
• Other duties as assigned.

Benefits

• 401k retirement plan, with employer match
• Insurance options including: medical, dental, vision, life and STD insurance
• Paid Time Off/Vacation: Starting at 80 hours per year, and increases based on tenure with the organization
• Floating Holiday: 40 hours per year
• Paid Holidays: 7 days per year
• Paid Sick Leave: Astound allows a number of paid sick hours per calendar year and varies based on state and/or local laws
• Tuition reimbursement program
• Employee discount program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED