Supervisor, Field Operations Support-DRC

Company Description

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.  

Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!  

Job Description

Brightspeed is looking for a Supervisor, Field Operations Support within the Dispatch Resource Center (DRC) to join our team! As the Supervisor you will be responsible for managing a team within DRC, coaching, development, and performance management. We are looking for the best candidate in this role to lead a diverse team, to work within a fast-moving environment, to rapidly deliver support and services to our customers, to drive an outstanding customer journey, and to excel at meeting our key performance indicators.

As a Supervisor, Field Operations Support Your Responsibilities Will Include:

• Handling the daily management and supervision of 15-20 employees.
• Handling escalations from internal departments.
• Building partner relationships with field support and various internal teams to promote a positive experience for our customers.
• Demonstrating strong communication skills.
• Maintaining production levels by setting goals for team members and actively coaching towards those goals.
• Providing coaching and counseling via group meetings and individual employee development.
• Seeking to continually improve work methods and results individually and for the team.
• Creating a positive work environment that is welcoming for all.
• Providing feedback to partner organizations on process gaps to improve customer experience.
• Leading team thru change and communicate changes to mitigate anxiety.
• Partnering with management to prioritize business needs and stay up to date with the goals of the organization as they evolve.
• Collaborating with internal partners to find new ways to improve opportunities.
• Designing, promoting and teaching a data driven work environment.
• Using statistical methods to analyze data and generate meaningful thoughts and recommendations.

Qualifications

What It Takes To Catch Our Eye:

• Bachelor’s degree or the equivalent of 4-6 years previous Supervisor/Leadership experience.
• Demonstrated leadership skills to hire, develop, and motivate team members.
• Experience leading teams thru change
• Strong leadership, team building, customer service, analytical, problem solving, conflict resolution and interpersonal skills to lead cross functional team.
• Self-empowered and able to act quickly to make critical business decisions.
• Proficiency with MS Suite of products including PowerBi.
• The ability and desire to quickly understand new technologies/systems and how to best use them to provide a positive customer journey.
• Self-motivator that acts beyond specific, explicit job responsibilities and assignments
• Demonstrating a growth mindset by investing in yourself and others thru continuous learning.
• Ability to stay organized while working in a dynamic environment where numerous projects occur at the same time is a must.
• Able to work under pressure to meet goals and deadlines.

Bonus Points For:

• Data/Telecommunications Industry knowledge
• Working knowledge of ServiceNow dispatch platform

#LI-HR1

Additional Information

WHY JOIN US?

We aspire to contemporary ways of working.

At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We have a brand new, state-of-the-art corporate HQ in Charlotte, NC and we prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting