Full-Time Supv Field Operations Support

Brightspeed is seeking a Supervisor, Field Operations Support within the Dispatch Resource Center (DRC) to join our team!

As the Supervisor, you'll oversee a specific work function, focusing on coaching, development, and performance management.

Lead diverse teams in a fast-paced environment to deliver support and services to customers, driving exceptional experiences and achieving key performance indicators.

Responsibilities Include:

• Daily management and supervision of 15-20 employees
• Handling escalations from internal departments
• Building partner relationships with field support to enhance customer experiences
• Maintaining production levels by setting team goals and coaching towards them
• Providing coaching and counseling through group and individual sessions
• Continuously improving work methods and team results
• Creating a positive work environment
• Providing feedback to partner organizations on process gaps to improve customer experience
• Leading teams through change and communicating changes to mitigate anxiety
• Partnering with management to prioritize business needs and adapt to evolving organizational goals
• Collaborating with other departments to enhance opportunities
• Designing, promoting, and implementing a data-driven work environment
• Utilizing statistical methods to analyze data, generate insights, and provide recommendations

Qualifications:

• Bachelor's degree or equivalent with 4-6 years of leadership experience
• Strong leadership, team building, customer service, analytical, problem-solving, conflict resolution, and interpersonal skills
• Strong communication and interpersonal skills to lead cross-functional teams
• Self-empowered and quick decision-making abilities
• Proficiency in MS Excel, PowerPoint, PowerBI, and TEAMS
• Ability and desire to quickly learn and apply new technologies/systems for technician support
• Proven leadership skills in hiring, developing, and motivating team members
• Growth mindset
• Self-starter who exceeds job responsibilities
• Investment in personal and team growth through continuous learning
• Experience leading teams through change
• Strong organizational skills to handle multiple projects in a dynamic environment
• Ability to work under pressure to meet goals and deadlines

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