Supervisor- Service Operations

Lumos-posted 3 months ago

Full-time • Mid Level

101-250 employees

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Lumos is looking for a full-time Supervisor – Service Operations! If you’re experienced as a leader in telecom service operations who’s excited for a fast-paced experience, ready to help us grow, and ready to recommend process changes that ensure we’re harnessing our technology to the best of our ability while broadening our ability to set up and maintain our service, we want to hear from you! The Supervisor – Service Operations leads employees and contractors that ensure our customers have a professional experience when we’re onsite installing service or troubleshooting, all supported by the Manager – Service Operations and wider leadership team.

Supervises teams in the achievement of service and quality objectives, maintains alignment with budgets and SLAs, and creates and presents reports about service metrics, embodying Lumos’s servant leadership model.
Demonstrates leadership and vision managing people, major projects, and initiatives.
Provides direction to managers and supervisors in areas of quality assurance, safety, productivity monitoring, training, and budget & SLA adherence.
Performs proactive and reactive field visits: assessing customer service with site visits to customers to obtain their feedback on their experience with tech installation or repair, perform compliance reviews of vendor-provided services, and coordinate appropriate installation and repair activities.
Performs administrative duties including management of employee timesheets and contractor invoicing, differentiating between capital and operational expenses, installation and repair calendar scheduling, approving invoices, and supporting invoice audits.
Ensures teams follow service and safety standards as required by State Corporation Commission, industry & manufacturer guidelines, OSHA, National Electric Safety Code, Departments of Transportation, and local building codes covering our multi-state network.
Responsible for managing the overall operational and daily activities of the department: planning and implementing systems that support the work and fulfill the mission and goals of the department efficiently and effectively.
Supports Manager in budget adherence as well as multiple service quality standards including Troubles/100 Lines, Repeat Troubles, Drop Wire Troubles, Inside Wire Troubles and certain levels of complaints.
Ensures operational efficiencies along with accountability and adherence to departmental policies and procedures for his/her team.
Establishes performance measures, goals, objectives, and priorities for team.
Evaluates employee work performance; identifies appropriate training and counseling opportunities when needed in partnership with leadership and HR team.
Performs other duties as assigned including departmental and cross-functional projects.

6+ years’ Service Operations experience in telecommunications required.
High school diploma or equivalent required; Bachelor’s degree preferred.
Able to travel to various worksites or service locations as the job requires.

Exceptional customer service and interpersonal presence.
Solid people leader; open to giving and taking direction, as well collaborative work styles and a commitment to get the job done.
Able to successfully build and maintain relationships within and across teams, demonstrating servant leadership behaviors and project management skills.
Excellent written and verbal communication skills.
Possesses strong time management and organizational skills.
Maintains flexibility and grace under pressure in a fast-paced, ever-changing environment – managing multiple projects and priorities simultaneously, approaching others in a tactful manner, accepting responsibility for own actions, and following through on commitments.
Demonstrates self-motivation and team player attributes with a positive, collaborative management approach and attitude.

Comprehensive health, dental, and vision coverage.
Competitive compensation packages, including bonus options for eligible positions.
Paid Time Off & Paid Holidays.
Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs).
100% employer-paid life and disability insurance.
Employee Assistance Program (EAP) with access to professional support for life’s challenges.
401K plan w/ up to 5% employer contribution and a self-directed brokerage option.
Wellness program offering education and cash incentives for gym attendance and nutrition programs.
Employee referral bonuses.
Discounts on Lumos Fiber Internet for employees who live in our service areas.

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