Frontier Communications Job - 40528178 | CareerArc
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Company: Frontier Communications
Location: New Haven, CT
Career Level: Mid-Senior Level
Industries: Telecommunications, Broadcasting

Description

Frontier's Coach/Trainer Dispatch Center Supervisor is responsible and accountable for supervising Maintenance Administrators to ensure that the Dispatch Center's vision and business objectives are met. Provides coaching, leadership, and direction to a team of Maintenance Administrators who are responsible for processing orders and trouble tickets. Supervisors deliver consistent performance that achieves the highest level of customer satisfaction and loyalty.

 Duties & Responsibilities:

  • Assumes responsibility for creating and maintaining individual Representative development plans and routinely conducts performance reviews with each team member. Provides direction to subordinates on achieving specific objectives, including contributing to a quality customer experience that promotes customer loyalty, brand recognition, and revenue generation.
  • Assumes responsibility for executing the Quality Performance Management Program by consistently conducting and assessing Representative interactions and transactions via recordings and observations utilizing call monitoring systems; delivers timely feedback to team members and monitors team member progress.
  • Participates in calibration sessions directed by the training group in order to closely monitor adherence standards.
  • Collaborates with training group and Dispatch Center Operations Management in monitoring Representative skill levels, team schedule adherence, attendance, and compliance with Center performance measures and metrics.
  • Ensures that Representatives are appropriately trained, are following correct procedures, and maintaining a high degree of quality.
  • Works with other Center leaders and with the Dispatch Center Operations Management team in managing daily work assignments and workflow.
  • Monitors day-to-day quality and production goals; monitors and assists in managing the workload to the team; and reviews and coaches to the importance of availability, quality of performance, service level, and other Center objectives and goals.
  • Analyzes daily performance activities, utilizing multiple reporting systems (e.g. Avaya, Viryanet, DPI) and provide on-going performance feedback.
  • Reports system malfunctions or performance issues to appropriate Disapatch Center Operations management team.
  • Assists Representatives with problem resolution and troubleshooting to resolve customer issues. · Answers technical and procedural questions.
  • Addresses escalated calls and transactions from Representatives by providing resolution.-Performs requisite administrative tasks, including but not limited to preparing reports, reviews and other necessary documentation.
  • Maintains working knowledge of all systems.

 To be a successful Coach/Trainer Dispatch Center Supervisor at Frontier, you will need the following:

  • Supervisory experience in a fast paced environment. Retail or Call Center experience is preferred.
  • Exhibit “Delight the Customer” values, ability to show passion for our Customers.
  • Strong Analytical skills to help review key performance indicators (Net Revenue, Revenue per Call)
  • A desire for sales and achieving results
  • Ability to teach concepts, coach behaviors, and drive performance
  • Outstanding Leadership skills to include:
    • Ability to multi-task
    • Coaching competencies aligned with our Leadership model
    • Excellent Communication skills; Written – Email and writing etiquette/Letters to customers Verbal – Present to peers, team, and leadership team
    • High visibility presence in the work center
    • The ability to have fun and enjoy your work environment!

Must have Qualifications: 

  • Minimum of three (3) years of customer service experience required
  • Proven track record managing a team to performance
  • High School degree or GED required, College degree preferred
  • Flexibility in work schedule.
  • 3 references from former Supervisors or Managers

 

This job description describes the general nature and level of work performed and is not an exhaustive list of all responsibilities, duties or requirements.

Frontier Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.


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