Service Level Agreement (SLA) Supervisor, Telecom

TAK Broadband•Reedsburg, WI

8h•$100,000 - $120,000•Onsite

About The Position

TAK Broadband is a leading end-to-end U.S. fiber broadband network construction contractor operating in 42 states, connecting communities to new valuable digital opportunities. TAK offers comprehensive service solutions, from construction to drops to fulfillment, leveraging an ecosystem of partners including engineering teams, distributors, and over 100 qualified construction crews, 300 bury drop crews, and 700 professional technicians. The company is seeking an experienced Service Level Agreement (SLA) Supervisor to join their team in Wisconsin. In this role, the supervisor will assist the Construction Manager and team for the aerial and underground construction business, handling administrative functions, preparing reports, customer service, and other departmental duties.

Requirements

5+ years of experience in telecommunications, with a focus on drop bury operations
Minimum 5 years of leadership experience
Prior knowledge or experience with achieving multiple service level agreement (SLA) Metrics
Prior experience managing subcontractor partners
Open to a variety of schedules; evenings and/or weekends as needed
Ability to travel daily; up to 50% annual travel – some overnight stays as needed
Ability to read and understand maps, drawings, and diagrams for project build process
Excellent customer service, time management, problem-solving and troubleshooting skills
Ability to learn and utilize software systems
Able to meet metrics set by leadership – 85%+ for SLA’s for all projects
Ability to communicate effectively with internal and external customers
Ability to lift and carry up to 50lbs as needed
Ability to complete work outdoors, in tight spaces and elevated by bending, reaching, twisting, climbing, and working while standing
Ability to safely work and navigate various terrains and job sites
Must provide a valid government-issued photo ID for verification; a driver’s license is required if the role involves driving
Passing of all pre-employment requirements (MVR, Background Check, Drug Screen)

Responsibilities

Assist the Construction Manager and team for the aerial and underground construction business
Perform administrative functions
Prepare reports
Provide customer service
Conduct weekly field visits to ensure projects are following safety, quality control and service level agreement (SLA) standards (+/- 50% annually)
Drive projects through systems to assist with SLA goals and requirements
Meet metrics set by leadership – 85%+ for SLA’s for all projects
Understand and define permit intervals for each project/region
Identify and overcome challenges related to restricting SLA achievements
Serve as an assistant to multiple project managers, back office admins and crews in order to meet service level expectations
Perform other duties as assigned