Supervisor-Retail Care General Purpose : Consistently supervises and provides ongoing coaching, feedback, and support to retail representatives at Vyve Broadband.

Enforces the organizations integrity of sales and service, cash audit compliancy and assures accurate revenue, operational effectiveness and the ultimate satisfaction of customers in our markets.

DUTIES AND RESPONSIBILITIES Supervises, interviews and hires retail center representatives. Sets performance standards and goals, monitors progression, identifies both positive and negative performance trends to ensure attainment of revenue goals and performance targets.

Track and report on complaint trends and submit recommendations to Manager / Director for employee education needs and operational enhancements.

Coaches, performs correctives as necessary and performs annual reviews. Handles difficult customer inquiries and complaints referred to by other call center representatives.

Coordinates and schedules work assignments relating to subscriber inquiries, customer care calls and complaints / escalations.

Monitors inbound calls and in-person interactions to ensure professionalism, accuracy and use of proper in given to customers (end-users).

Monitors productivity daily / weekly / monthly and reports results to Manager and / or Director. Consistent exercise of independent judgment and discretion on significant operational matters.

Determines work procedures, prepares work schedules that maintains call volume handled and expedited workflows. Provide guidance to representatives in the resolution of difficult situations.

Ensures competence and continuity through effective training, motivation, coaching, development and recognition. Ensures that the goal of gaining, retaining and exceeding customer expectations is being performed by call center employees on a consistent daily basis.

Studies, creates and standardizes procedures to improve efficiency of representatives. Distribute and reinforce written guidelines regarding changes to policies and procedures as outlined by Management team.

Maintain current and accurate monitoring statistics and performance metrics. Exhibits strong understanding and knowledge of call center operations.

Act as a role model and mentor to all representatives. Maintain professional working relationships with personnel from all departments.

Regular, consistent and punctual attendance. Must be able to work nights, weekends and various schedules as necessary. Participates in special projects and performs other duties as assigned.

SUPERVISORY DUTIES Supervises the day-to-day operations of remote retail locations, is directly involved with, and exercises independent judgment with respect to the following : Interviews candidates for open positions and makes recommendations for hire, rehire, or promotions.

Reviews and approves employee schedules, which includes requested time off and ensures sufficient staffing levels through scheduling and assignment of overtime as needed.

Coaches and counsels’ employees in the areas of under-performance. Makes initial determination regarding whether an employee under his / her direction and control should be counseled and / or disciplined and makes recommendations as to the nature of the discipline regarding the same, including the issues of corrective actions and Performance Improvement Plans (PIPs).

Delivers correctives in timely manner to employees. Provides ongoing coaching / mentoring to improve performance and overall team effectiveness.

6. Assigns work to employees based on the specific skills, training, experience, and availability of the individuals under his / her direction and control and ultimately is responsible for the completion of said assignments.

Assesses, prioritizes, and alters work assignments of direct reports on a day-to-day basis as operational needs require.

As needed, conduct periodic meetings (daily, weekly and / or monthly) with direct reports to provide training on proper techniques, sales, services, and monthly progress reports.

Prepares, conducts, or gives input to performance evaluations for employees under his / her direction which is considered by the Company in determining annual merit increases.

As needed, makes recommendations for termination based on employee’s performance and / or behavior. Travel up to 50% of the time to various retail centers / sites;

perform audits, coaching / feedback. QUALIFICATIONS Associate degree or work experience equivalent required. Minimum 3-5 years supervisory or management experience required.

Proficiency in using Office software : Microsoft Word, Excel required. Broadhub / GLDS Order Entry System and cloud-based phone system knowledge preferred.

Strong leadership and supervisory skills. A change agent that can motivate the team. Strong oral and written communication skills.

Customer-centric focused. Excellent analytical problem solving and conflict resolution skills. Ability to work well under pressure, while performing multiple tasks.

Ability to work as a productive member of a team. Ability to work a flexible schedule, including nights and weekends. What’s in it for you Culture.

A fun and supportive team to be a part of Support. Supervisors and managers that care about your personal success and growth.

Advancement. Significant training and assistance to be successful. Benefits. Subsidized medical, dental, vision plan. Voluntary life insurance and disability coverage are available.

Company paid life insurance, vacation, holiday, and sick pay. Future. 401k to help set you up in life and time-off with pay to enjoy your life (after meeting employment eligibility) Compensation.

Base pay plus commission that puts you in the driver’s seat of how much you earn. Courtesy Services. Employees living within our serviceable areas are eligible for free or reduced priced Internet, video and voice services.

Last updated : 2024-05-07