Supervisor - ECS

Momentum Telecom - Alcoa, TN

Full-time - Mid Level

Alcoa, TN

Telecommunications

About the position

The Enterprise Supervisor is responsible for overseeing the Enterprise Support team at Momentum Telecom, ensuring effective handling of technical issues, service changes, billing inquiries, and project coordination for Enterprise customers. This role involves leading and coaching support technicians and engineering personnel, monitoring performance metrics, and maintaining high levels of customer satisfaction.

Responsibilities

• Supervise the Enterprise Support and Support Engineering teams to ensure quality customer interactions.
• Lead, coach, and develop Enterprise Support personnel to meet company goals and objectives.
• Monitor individual and team performance, identifying trends to ensure revenue goals are met.
• Assist management in the coaching and development of support personnel.
• Create a customer-centric work environment that fosters team spirit and employee satisfaction.
• Meet or exceed customer satisfaction and service level goals.
• Identify and recommend process improvement initiatives.
• Generate reports to monitor productivity and reduce escalations.
• Ensure effective training and development of Enterprise Support personnel.
• Manage payroll and PTO requests for the support teams.
• Serve as the after-hours point of escalation for workforce needs.

Requirements

• High school graduate.
• Minimum 1 year of Technical Support experience supporting Retail customers and products.
• Minimum 1 year of experience overseeing call center applications and reporting.
• Demonstrates leadership skills such as self-management and multitasking.
• Expert knowledge of exceptional customer service skills.
• Proficiency in Microsoft Office Suite and technical Help Desk applications.
• Exceptional verbal and written communication skills.
• Working knowledge of call center technical support best practices.

Nice-to-haves

• One or more years of experience using Salesforce.
• Two or more years of experience using MS Teams and WebEx Contact Center and Reporting.
• Two or more years of supervisory experience in a call center environment.
• Two or four-year degree from an accredited college in a relevant field.

Benefits

• Health insurance coverage.
• Paid time off for vacation and personal days.
• 401k retirement savings plan.