Dispatcher Support Supervisor

A technology leader in the cable and broadband sectors, Vyve Broadband offers an extensive range of broadband, fiber connectivity, cable television and voice services for commercial and residential customers. Residential services include high-speed Internet with speeds up to Vyve Gig, all-digital, high-definition video and fully featured digital voice. Vyve Business Services provides optical Ethernet, PRI and hosted voice services to the business community. Together, Eagle, Vyve and Northland serve areas of Alabama, Arkansas, California, Colorado, Georgia, Idaho, Kansas, Louisiana, Nebraska, North Carolina, Oklahoma, South Carolina, Tennessee, Texas, Washington, and Wyoming.

Dispatcher Support Supervisor Job Summary

The primary function of the Dispatch Support Supervisor is to create an industry leading centralized Dispatch support organization that will support a team of 10 or more Dispatch Agents as they give exceptional service and assistance to our Field Technicians/Managers.

The Dispatch Support Supervisor reports directly to the Dispatch Manager. This position is based out of either Shawnee OK, Greenwood SC, Hays KS, Corsicana TX. Relocation not an option at this time. 
Duties and Responsibilities include the following:
• Lead, manage, and support a team of Dispatch support representatives handling inbound/outbound support to Field Technicians and Field Management.
• Closely monitor team performance to include customer satisfaction, incentive plans, attendance, quality, training needs and adherence to Vyve policy and procedures.
• Coordinate and provide product training to Dispatch Agents as needed.
• Handle customer escalations. Work with levels of Management in the Field to find optimization of support. Escalates and coordinates service requests with other support staff or supervisors across departments.
• Prepare and communicate with staff regarding policies, marketing objectives, and changes in pricing for products and services.
• Identify and recommend process improvement ideas to Management team and assist in implementation of improvement initiatives.
• Conduct weekly quality monitoring sessions for all staff and provide timely feedback for improvement opportunities.
• Be a “Servant Leader” to the team and coach/mentor agents to achieve our goal of world class support for the Field and our Customers.
• Hold accountability to agents around our KPIs. Including: schedule adherence, call quality standards, call handling time, customer facing time.
• Various other duties as assigned.

Knowledge, Skills and Abilities
• Supervisory skills and ability. Managing a team of 10 or more agents a plus.
• Familiarity with scheduling, payroll, onboarding and HR compliance.
• Behavior Based coach including the use of SMART goals and SAR protocols.
• Technical Writing and SOP review skills a plus.
• Utilize strong, effective, and positive interpersonal and communication skills with temperament to effectively communicate verbally and in writing directly with customers, co-workers, vendors, and management.
• Demonstrated problem solving and negotiation skills both with customers and employees
• In-depth understanding of logistics and route management procedures.
• Experience provisioning CPE equipment (Modems/eMTAS, TiVo, DTA/eDTA,)
• Advanced knowledge of multi-system operator (MSO), Telecommunications technologies, hybrid fiber-coax (HFC) and client premise equipment (CPE) devices used
in cable.
• Demonstrate a solid in depth understanding of all current Vyve products, pricing, and special promotions and ability to comprehend, demonstrate, and communicate with a customer regarding the features and benefits of Vyve services and products.
• An aptitude for organization and setting priorities to successfully manage time and workload while working independently or with a team.
• Technical aptitude with a proficiency in Windows, Internet Explorer, MS Office and Sharepoint.
• Ability to work nights and weekends and variable schedule(s) as necessary
• Abide by all Vyve policies and standards as described in the employee handbook and by management.

Working Conditions
• Less than 20 pounds lifting required.
• Must be able to speak clearly.
• Must be able to write and type.
• Regularly sits during working hours for prolonged periods.
• Regularly work in an office setting with and around computer equipment.
• Regularly work with fluctuating customer volumes that at times may be stressful,
particularly when working with customers who may become irate or impatient
• Travel inter-state as needed.

Qualifications:
Education: High school diploma or equivalent; college degree preferred.
Experience: 2 years leadership experience required. 4 years Call Center experience preferre