Supervisor, Residential Customer Support

Point Broadband and Clearwave Fiber are affiliated companies operating as part of a combined organization. This opportunity is a Point Broadband position, and candidates selected for hire will be employed by Point Broadband under Point Broadband’s benefit plans, payroll, and employment policies.

Remote - Successful candidate must live in a state in which Point Broadband operates (AL, FL, GA, IL, KS, MD, MI, NY, OH, TN, TX, or VA) #LI-remote

Responsible for taking full ownership of the customer experience in a high-volume remote call center setting. The Customer Support Supervisor coaches, inspires, motivates, and develops a team of Customer Support Specialists focused on providing exceptional customer experiences while meeting or exceeding established goals. This person takes a proactive approach to problem solving, responds promptly and professionally to escalated issues as they arise to ensure positive resolution achieved, and monitors daily activities within department.

The Customer Support Supervisor promotes a positive team culture by celebrating success, managing change effectively, and providing consistent coaching and continuous development opportunities to team with a positive attitude.

Essential duties and responsibilities include but are not limited to those listed below:

• Supervise and oversee daily activities for team of Customer Support Specialists within the contact center
• Analyze department performance, showing judgment and initiative to meet and exceed established department goals
• Assists with the development of call center technology and productivity tools by monitoring performance levels and team activities. Tracks, analyzes, and reports performance data on key performance indicators
• Monitor schedules, attendance, and communicate staffing impacts while setting and enforcing attendance expectations with the team in collaboration with Work Force Management, HR, and Management team
• Make decisions and solve problems while working under pressure in fast paced environment. Responding promptly, resourcefully, and professionally to escalations and issues as they arise. Effectively de‑escalates conversations and identifies needs while also setting proper expectations and following through to ensure positive resolution is achieved.
• Interact with customers, employees, and vendors via multiple communication channels including telephone, email, chat, video conferencing, and sms
• Attract and hire quality talent who thrive in a fast‑paced, customer centric environment and share in company’s core principles and mission
• Develop, facilitate, and administer effective training plans, in collaboration with the Training and Quality department to support the success of new and existing employees. Continuously identify and address any training gaps present
• Analyze customer interactions on consistent basis against established quality standards, as well as continuously promote and enforce quality standards with team. Develop new and enhance existing quality standards that lead to improved customer experiences
• Create an environment in a virtual setting that fosters teamwork, accountability, and efficiency, while positively impacting the employee and customer experience. Provide input, as well as communicates, the company strategy and motivates the team toward achieving company vision, mission, and purpose.
• Facilitates team engagement activities, manages change effectively, and celebrates successes to promote a positive team culture
• Develop coaching plans in a feedback‑rich environment based on performance standards. Provides consistent coaching, feedback, and mentoring to team to promote continuous improvement, growth, and…