JOB SUMMARY:

The White Label Technical Operations Supervisor is responsible for the daily supervision of all technical support activities and staff, providing customer-focused support and problem resolution to Operators and Subscribers through innovative problem-solving and operational excellence.

GENERAL DUTIES AND RESPONSIBILITIES:

• Direct supervision of White Label Technical Operations Team Members and day-to-day performance.
• Providing superior customer service and advanced data/voice technical support for White Label operators and commercial services subscribers.
• Identifying and recommending process improvement ideas to management.
• Contributing to the accomplishment of individual and team business objectives and performance goals.
• Mentoring, coaching and development.

ESSENTIAL DUTIES AND RESPONSIBILITIES: This position is interactive, and responsible for serving our customers. Regular and predictable job attendance is an essential function of this position.

• Participate with staff in the daily resolution and fulfillment of all Momentum White Label and Commercial customer requests and alarms.
• Management of all intraday activities and production within the team.
• Observe and measure the quality of customer interactions within the team.
• Resolving personnel issues and providing individual coaching and mentoring if necessary.
• Monitor and ensure timely follow up and resolution of all customer issues and events.
• Prepare reports (phone stats, ticket volume, call metrics, alarm response, etc.) as necessary.
• Recommend process improvement initiatives to management and implement.
• Interact with other Momentum Telecom departments in the resolution of customer escalations and issues.
• Regular and predictable job attendance is an essential function of this position.
• Project management and other duties as assigned.
• Provide backup for department team members and call center management as needed.

COMPETENCIES/SPECIFIC EXPERIENCE OR TRAINING PREFERRED:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience:

• High school graduate or equivalent, some college or technical troubleshooting experience preferred.
• Previous supervisory experience preferred. 
• Experience in training and evaluating the performance of others.
• Minimum of 1-year experience as a technical helpdesk representative in a call center environment.
• Advanced understanding of Momentum Telecom products, services, methods and procedures.
• Working knowledge of call center practices.

Knowledge, Skills and Abilities

• Demonstrate knowledge of staff supervision and leadership techniques.
• Demonstrate effective problem solving skills.
• Effective customer service behaviors and skills.
• Effective teamwork behavior and skills.
• Advanced knowledge of the cable modem, voice and data industry.
• Advanced knowledge of PC configuration and related applications.
• Proficient at email setup, configuration and troubleshooting

JOB CONDITIONS:

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the associate is:

• Some shift and on-call work required for evenings and weekends.
• Use hands to reach, hold and type.
• Be able to hear and possess strong listening skills.
• Occasionally stand; walk; climb or balance; and stoop, kneel, crouch, or crawl. 
• Able to carry up to 30 lbs.
• Have specific vision requirements to include close vision, distance vision, color vision, depth perception, and ability to adjust focus.
• Be able to speak clearly.
• Work in a dynamic, environment which may include a variety of duties as required.