Sales

866-714-9232

7:00am – 5:00pm PST (Monday – Friday)

Support

888-325-5875

818-452-5306

Available 24 Hours

Billing & Customer Service

888-325-5875

8:30am – 5:00pm PST (Monday – Friday)

Partner Program

866-634-1394

Shipping Address

Broadvoice

9221 Corbin Ave. Suite 155

Northridge, CA 91324

Support

888-325-5875

818-452-5306

Available 24 Hours

VoIP Data Networking Supervisor in Northridge, CA

Position Summary

As part of our Service Delivery team, the purpose of the Service Delivery Supervisor is to support the department by assisting the Service Delivery Manager in overseeing the work streams and professional development of team members. The Supervisor must be passionate about customer service and focused on building a service-driven culture with a goal of increasing customer satisfaction.

Essential Duties and Responsibilities

  • Provide continuing instruction and leadership, specifically to the team’s Technical Implementation Specialists and Service Coordinators
  • Review operational metrics and processes to make recommendations and changes to improve efficiency within the organization
  • Interface with Business Solutions Team Leaders to resolve customer escalations
  • Collaborate with the Service Delivery Manager to streamline provisioning and implementation processes
  • Ensure a high level of customer satisfaction by supporting the management of performance goals across the team
  • Interview candidates for Service Delivery positions and makes hiring decisions
  • Perform job-related duties as assigned

Minimum Qualifications (Knowledge, Skills, and Abilities)

  • Experience in the telecommunications industry, VOIP experience and familiarity of service implementation processes a plus
  • Experience in data networking preferred
  • Several years of experience managing or supervising a team, preferably in a call center setting
  • Strong time management, prioritization and planning skills with the ability to meet deadlines, achieve goals, and work in a dynamic environment
  • Demonstrated ability to manage and escalate issues and drive resolution’
  • Working knowledge of Windows applications (Word, Excel, Access, etc.)
  • Experience with CRM systems, preferably Salesforce
  • Excellent interpersonal and communication skills
  • Excellent problem-solving and customer service skills
  • Willingness to quickly learn and follow complex procedures
  • A positive attitude with a passion to build team culture

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk, hear, use hands or fingers, and sit. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate. Broadvoice is an equal opportunity employer and complies with ADA regulations as applicable.

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2018-10-10T19:28:46+00:00