Full TimeRochester, New YorkPosted 07/07/2025Areas of interest: Field Operations, Network OperationsRequisition Number: 2025-57324TDP400
JOB SUMMARY 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.
MAJOR DUTIES AND RESPONSIBILITIES
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 QUALIFICATIONS
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 QUALIFICATIONS
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, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value 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.
The base pay for this position generally is between $67,100.00 and $107,300.00. The actual compensation offered will carefully consider a wide range of factors, including your skills, qualifications, experience, and location. We comply with local wage minimums and also, certain positions are eligible for additional forms of other incentive-based compensation such as bonuses.
FCC Unit: 13556Business Unit: Field OperationsZip Code: 14623
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