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Supervisor, Field Support Center
Mediacom Communications
Blooming Grove, NY, United States
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GENERAL RESPONSIBILITIES:
Responsible for supervising and directing the Field Support Center activities including assigning activities, ensuring efficient assignments, and confirming routing functions are complete. Supervise and interact daily with team to ensure quality service is provided in an efficient and effective manner. Ensure the field follows field support and service standards, policies and procedures. The hours for this position are as follows: Tuesdays through Fridays from 12:00PM to 9:00PM and Saturdays from 2:00PM to 11:00PM.
SPECIFIC RESPONSIBILITIES:
• Direct point of contact for all questions that field support/quota may have.
• Conducts and submits timely coaching and feedback to direct reports.
• Takes proactive approach to help Tech Op Supervisors and Tech Ops Managers.
• Creates a positive work environment through employee engagement and activities.
• Handles and resolves escalated customer issues.
EXPERIENCE/SKILLS:
• High School Diploma or equivalent, 1-2 years customer service experience or equivalent.
• Bachelor’s Degree or Master’s Degree, Telecom experience preferred but not required.
• Excellent communication skills both written and oral.
• Proficient with Microsoft Office.
• Self-motivated, problem solver, flexible and adaptable.
• Ability to meet deadlines.
• Excellent leadership skills.
• Ability to exercise discretion and independent judgement.
PHYSICAL REQUIREMENTS:
• Extremely Light – Physical effort normally found in clerical work or the equivalent. Work is primarily sedentary; however, occasional handling of small objects (up to approx. 10 lbs.), and occasional walking or standing may be required.