Supervisor - Service Operations

What You'll Do:

• Supervises teams in the achievement of service and quality objectives, maintains alignment with budgets and SLAs, and creates and present 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.
• Works with day-to-day fiduciary functions to ensure effective expense measures are in place.
• 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.
• Evaluates and recommends changes and improvements to management regarding departmental policies, procedures, and issues to improve productivity and efficiencies.
• Performs other duties as assigned including departmental and cross-functional projects.

What You'll Bring:

• 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.

What Makes You a Great Fit:

• 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.
• Proactive, independent, and ability to take initiative to keep on-task and on-target.

Physical Requirements:

• Constantly operates computer, keyboard, and related peripherals.
• Frequent time spent walking, standing in the elements at construction worksites.
• Must utilize appropriate clothing and footwear to maintain safety.
• Near-constant use of sight, speech, hearing, comprehension, and reasoning.