Careers

Summit Broadband Inc. is a cutting edge, fiber-based broadband provider delivering best in class residential, commercial, and hospitality technology solutions. This growing, dynamic high-tech company headquartered in sunny Central Florida, is seeking a Network Operations Center Technician – Tier 1 to join our NOC team and grow with us. The new Summit Broadband is poised for an incredible future fueled by team members dedicated to being the best.

Job Title:             Supervisor, Contact Center

Reports to:         Manager, Contact Center

Status:                 Full time/Exempt

Location:             Central Florida

As a member of the leadership team at Summit Broadband the Supervisor, Contact Center will embody and role model our leadership pledge: Communicate Clearly and Actively Listen; Lead by Example; Be and Hold Others Accountable; Support the Vision, Mission, and Values; Recognize and Praise; Be Fiscally Responsible; Build Strong Interdepartmental Relationships; and Set Clear Expectations.

Position Summary:

Responsible for supervising the overall delivery of outstanding customer service for contact center team. The Supervisor will lead and support Contact Center representatives and Leads to ensure department metrics and goals are met and all escalations are handled in a timely manner.

Essential Job Duties and Responsibilities:

• Supervise, coach, and develop representatives, as appropriate to achieve duties and responsibilities.
• Serve as first point of contact for customer service escalations and/or customer complaints. Follow contact through resolution.
• Provides support to internal and external customers.
• Collaborate daily with peers to ensure consistent application of policies/procedures. 
• Regular, consistent and punctual attendance is required. Must be able to work nights and weekends, variable schedule(s) if necessary. Ability to adapt schedule with little notice is necessary.
• During times of high call volume, answer calls in any queue necessary to achieve SLA’s.
• Responsible for collaborating with Training Manager and Quality Assurance Analyst to ensure an excellent customer experience.
• Provide manager with written review of staff performance on a weekly, monthly, quarterly and annual basis.
• Identify training needs based on individual agent performance to goals and feedback from weekly meetings.
• Participate in hiring of new team members by reviewing resumes and interviewing candidates on a regular basis.
• Approve timesheets for payroll and report all discrepancies to Payroll Department weekly.
• Hold representatives accountable to established metrics and drive continuous improvement via One-on-One coaching, Remote Observation, Huddles and Team meetings.
• Perform, document and track a specified number of observations per representative per week. 
• Track and document attendance and adherence daily for all team members.
• Document and deliver Corrective Action according to company standards.
• Lead projects assigned by Manager.
• Facilitate meetings comprised of multi-level participants.
• Provide training to new or established representatives on various topics related to troubleshooting and/or customer service.
• Participate and sometimes lead interdepartmental meetings that will benefit our customers.
• Maintain a high level of knowledge of customer care and technical support practices to assist customers and customer service teams.
• Consistent exercise of independent judgment and discretion in matters of significance.

Job Qualifications:

• 3-5 years of previous contact center experience in telecommunications or related field required.
• 2 years supervisory experience in an inbound multi-media contact center environment required.
• 1 year supervisor experience in a Sales/Retention contact center environment
• Technical knowledge of the telephone, internet and cable industry and how it operates is preferred.
• Working knowledge of Windows operating system and proficiency in Word and Excel applications required.
• Must have a valid driver’s license and clean driving record.
• Must be able to pass criminal background and drug testing.
• Bachelor’s degree preferred.

Summit Broadband is a life-line service provider, and this position is classified as essential.  Coverage, above and beyond normal working hours; before, during and after inclement weather events, including hurricanes, may be required.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Summit Broadband is an Equal Opportunity Employer. Summit Broadband Inc. takes part in the E-Verify program.