What are the responsibilities and job description for the MANAGER, SERVICE DELIVERY position at Lumos?
Company Overview
We’re Lumos, a provider of 100% Fiber Optic Internet, Total Home Wi-Fi, voice and streaming services across North Carolina and Virginia. We believe that the possibilities of tomorrow cannot be built on the infrastructure of yesterday. That’s why we’re building a 100% Fiber Optic network from the ground up for families, small businesses and communities, backed by local, expert customer service. An Internet built for that most hopeful of all things- the future. Because whatever the future holds, we make if faster.
We are more than your average internet company. Our customers enjoy the fastest fiber speeds available built on a network they can truly count on – all backed by local, expert customer care teams. We know that fast, reliable Internet is what our customers need to stay connected to the things that matter. That continuous connection is our commitment to our community.
The Position
Manages, supports, and leads Business and Residential Sales Support employees aligning with Lumos objectives. Serves a first point of contact for Service Delivery employees; provides guidance, leadership and focus for team, while balancing daily administrative requirements. Provides coaching and feedback loops to ensure growth and success of team. Assists Sr. Service Delivery Manager with management of Service Delivery Team and proactively looks for areas of improvement for Service Delivery. Oversees process development for team. Assist on reporting that relates to Service Delivery. Manages Service Delivery Call Center and scheduling to ensure all orders and calls are answered timely.
Duties & Responsibilities:
Our commitment to communities includes recruiting and rewarding the Lumos team members who are working together to build a brighter tomorrow.
We have:
We’re Lumos, a provider of 100% Fiber Optic Internet, Total Home Wi-Fi, voice and streaming services across North Carolina and Virginia. We believe that the possibilities of tomorrow cannot be built on the infrastructure of yesterday. That’s why we’re building a 100% Fiber Optic network from the ground up for families, small businesses and communities, backed by local, expert customer service. An Internet built for that most hopeful of all things- the future. Because whatever the future holds, we make if faster.
We are more than your average internet company. Our customers enjoy the fastest fiber speeds available built on a network they can truly count on – all backed by local, expert customer care teams. We know that fast, reliable Internet is what our customers need to stay connected to the things that matter. That continuous connection is our commitment to our community.
The Position
Manages, supports, and leads Business and Residential Sales Support employees aligning with Lumos objectives. Serves a first point of contact for Service Delivery employees; provides guidance, leadership and focus for team, while balancing daily administrative requirements. Provides coaching and feedback loops to ensure growth and success of team. Assists Sr. Service Delivery Manager with management of Service Delivery Team and proactively looks for areas of improvement for Service Delivery. Oversees process development for team. Assist on reporting that relates to Service Delivery. Manages Service Delivery Call Center and scheduling to ensure all orders and calls are answered timely.
Duties & Responsibilities:
- Sets productivity goals for the group, monitors productivity and makes adjustments as necessary based on the revenue budgets and business needs
- Works with Calabrio and Five9 leaders to ensure customers are taken care of in a timely manner and meet Service Level goals.
- Prioritizes and plans works activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Develops realistic action plans
- Ensures all employees are properly trained.
- Recognizes and rewards positive behavior of all direct reports. Ensures that all Key Performance Indicators are met, including cutover interval goals, and ON Tracks.
- Sales Order Management: develop processes and procedures that reduce the lifecycle of a sales order while maintaining quality.
- Tracks and analyzes employee’s performance to attain and maintain optimum results.
- Utilizes tools to monitor agents for quality and adherence.
- Performs various administrative tasks daily, including yet not limited to, payroll, adherence, call volume, overtime, and PTO approvals for subordinates.
- Contributes and communicates well with other departments and works as liaison for distribution of new information to subordinates.
- Simulates and tests process improvements.
- Implements projects that focus on the business goals.
- Flexes schedule to accommodate business needs, including occasional weekends/evening needs.
- Adheres to regular and predictable attendance and punctuality.
- Performs other projects as assigned by manager
- Assist with monthly reporting on IPTV, Primary Service, Order tracking, and Install issues
- Education: Associate’s Degree (AA) or Bachelor’s Degree (BA) or five years’ experience, or equivalent combination of education and experience in related field.
- Experience:
- Demonstrated proficiency with ICMS, Wizard, CHR and the OMNIA order entry process, knowledge of order flows, standard intervals and what happens at each stage in the order flow process.
- Ability and willingness to occasionally work flexible work schedules to meet customer needs.
- Ability to identify trends quickly and provide potential solutions or modifications
- Ability to manage multiple projects and meet deadlines
- Excellent attention to detail
- Excellent oral and written Communication skills
- Delegation strategies practiced
- Language Skills - Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or government regulations. Ability to write reports, business correspondence and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public
- Mathematical Skills - Ability to calculate figures and amounts such as discounts, interest, commissions, proportion, percentages, area, circumference and volume. Ability to apply concepts of basic algebra and geometry.
- Reasoning Ability - Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
- Computer Skills - Order Processing Systems, Spreadsheet Software, Word Processing Software
- Key Competencies:
- Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
- Interpersonal Skills – Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others’ ideas and tries new things
- Teamwork – Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone’s efforts to succeed.
- Managing People – Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates’ activities; Makes self-available to staff; Provides regular performance feedback; Develops subordinates’ skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products and services; Continually works to improve supervisory skills.
- Leadership – Exhibits confidence in self and others; Inspires and motivates others to perform well; effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.
- Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
Our commitment to communities includes recruiting and rewarding the Lumos team members who are working together to build a brighter tomorrow.
We have:
- Comprehensive health, dental, and vision coverage.
- Competitive compensation packages, including bonus options for eligible positions.
- Paid Time Off and 12 Paid Holidays / Personal Days.
- Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs).
- 100% employer-paid life and disability insurance.
- Employee Assistance Program (EAP) with access to professional support for life’s challenges.
- 401K plan w/ up to 5% employer contribution and a self-directed brokerage option.
- Wellness program offering education and cash incentives for gym attendance and nutrition programs.
- Employee referral bonuses.
- Discounts on Lumos Fiber Internet for employees who live in our service areas.
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