Supervisor, National Field Support

JOB SUMMARY
Responsible for the supervision of direct reports to ensure successful completion of all National Field Support (NFS) activities which include provisioning, activations, troubleshooting, repair, technical workforce jobs, routing and quota management. Responsible for the hiring, coaching, development, and performance evaluations of their team.
MAJOR DUTIES AND RESPONSIBILITIES

• Actively and consistently supports all efforts to simplify and enhance the customer experience.
• Provide guidance and instruction to NFS representatives for all NFS activities.
• Interface with other departments through written and verbal communications to maximize efficiencies and resolve issues. Responsible for meeting and establishing team goals, monitoring and controlling workflow and contributing to the effective operation of the NFS.
• Monitor real time call flow, call pools, inbound personnel availability, service levels, and other critical call statistics to ensure calls are answered and completed in a timely manner.
• Monitor calls for quality assurance and coach for improvement when training, process or behavior issues are identified.
• Generate reports for management as required. .
• Handle customer complaints and escalations per established policies, procedures and guidelines.
• Hire, evaluate, coach and counsel personnel in the performance of their duties.
• Research requests for priority work, determine needs, and take appropriate action within established policy guidelines.
• Ensure that departmental standards regarding professionalism and productivity are maintained and be an example of those standards.
• Perform other duties as required.

REQUIRED QUALIFICATIONS

• Ability to maintain confidentiality of customer and business data at all times
• Ability to adhere to local and federal regulations and company policies
• Ability to communicate verbally and in writing in a clear and straightforward manner
• Ability to multi-task using multiple software programs
• Ability to use a computer and software applications and departmental tools
• Ability to prioritize and organize information effectively with a keen attention to detail
• Ability to work in a fast-paced, high-pressure environment to make decisions and solve problems
• Ability to show good judgment and initiative to accomplish job duties
• Proven ability to work independently
• Knowledge of telecommunications products and services
• Advanced knowledge of NFS' tools and systems

REQUIRED EDUCATION

• Associate's degree or equivalent work experience

PREFERRED QUALIFICATIONS

• Preferred Skills/Abilities and Knowledge
• Knowledge of telecommunications products and services

PREFERRED EDUCATION

• Bachelor's degree in Business, Mathematics, Engineering or Computer Science, or equivalent work experience

PREFERRED RELATED WORK EXPERIENCE AND NUMBER OF YEARS

• Supervisory or leadership experience - 1
• Dispatch or Customer Service or equivalent experience - 4
• Workforce Administration or equivalent experience - 3
• Telephone service delivery experience - 4
• Switch operations or telephony operations - 4
• Service activation experience - 2

WORKING CONDITIONS

• Office environment
• Exposure to moderate noise levels
• 7-day operation (hours will vary)
• Flexibility with work schedule required (weekend, early morning, night shift, etc.)

PHYSICAL AND MENTAL REQUIREMENTS

• Physical Requirements
• Ability to work seated for prolonged periods of time
• Ability to wear telephone headset

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TDP400 2025-54619 2025
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