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Wireless Supervisor in Concord, NC at ACN Jobs

Date Posted: 11/17/2018

Job Snapshot

  • Employee Type:
  • Location:
    Concord, NC
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

JOB SUMMARY: Provide leadership, coaching, development, and enforce ACN policy in ACE (contact center). Leads team that assists Individual Business Owners (IBO) and customers to ensure their orders are successfully activated, along with billing, technical support, and other customer service requests. The Flash Supervisor will assist their team and work with other Flash Leadership members to provide real time support for calls, chats, emails, and text message that are handled by Flash Wireless specialists. The Flash Supervisor will also deliver training and best practices, proctor team meetings, drive performance, respond to emails, and interact with other ACE Departments to ensure the timely and successful delivery of daily and monthly Operations functions. The Flash Supervisor will also be responsible for handling escalations and will work with other departments to offer solutions for our IBOs and customers. A Flash Supervisor will also be expected to suggest improvements, implement programs designed to meet Flash and ACE goals, and provide general leadership in all aspects for the Flash Wireless team and ACE overall. 

Essential Functions: 

  • Reference up-to-date product knowledge regarding Flash products and services and the wireless industry in general
  • Provide coaching and feedback directly and indirectly to assigned teams
  • Support other Supervisors and subject matter experts with their assigned duties for their teams
  • Support and coach non-technical best practices regarding orders, retention, and resolving billing issues
  • Support and coach technical best practices regarding troubleshooting, service and feature education, and activations
  • Thrive in a professional working environment and work to contribute to Flash team in positive manner
  • Maintain a positive, problem-solving approach to each customer contact
  • Provide second level inbound telephone support for customers by assisting reps while troubleshooting, investigating and resolving customer’s questions and challenges with services or devices
  • Assist with training and team meetings, learn all features related to Flash and carrier requirements
  • Develop and share ideas to improve future trainings and team meeting subjects
  • Handle escalated situations and document all customer interactions and make informed, appropriate recommendations to representatives to resolve customer complaints
  • Work with other escalation teams, lines of business, and subject matter experts on a daily and recurring basis
  • Research, document, and propose new methods or modifications to support customer processes
  • Manage workload effectively and providing accurate accounting of work and time allocation
  • Monitor agents real time and during past performance for quality assurance and CSAT experience
  • Receive and provide feedback about performance, both internal and external, and put improvement plans in place
  • Work within a team environment and maintain schedule flexibility to ensure leadership coverage
  • Enforce ACN policies in ACE, including delivering Corrective Action
  • Recruit and interview potential employees and transfers into Flash, along with making hiring recommendations
  • Other duties as assigned

Knowledge, skills and abilities:

  • College degree, or equivalent and applicable work experience 
  • Strong Wireless experience with CDMA carriers or equivalent and applicable technical background
  • Strong history of Leadership roles
  • Proficient decision-making skills 
  • Availability to work in an environment requiring strict attendance and adherence to schedules
  • Must have the ability to work a flexible schedule including holidays, nights, and weekends
  • Ability to train in specific subject matter
  • Ability to sit with or have other employees sit with you and give advice, tips, monitor progress, and tutor 
  • Proven multi-tasking skills, including the ability to simultaneously listen on the telephone, understand customer root cause, and resolve the challenge while working in multiple computer-based systems
  • Ability to evaluate and assist with creating solutions

Other requirements:

  • The employee must occasionally lift and/or move up to 25 lbs. 
  • Specific vision abilities required by this job include close vision
  • The employee is regularly required to talk and hear on phone or via headset
  • The employee is required to be able to interact with customers and systems at the same time
  • The person in this position needs to occasionally move around inside the office 
  • Position requires long periods of sitting or restricted to desk area to perform job duties

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

ACN is an equal opportunity employer.


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