Operations Supervisor
Job Title:     Operations Supervisor
Job Type:     Full-Time
Location:     coppell/dallas, TX

Job Description:

General Summary:
The Operations Supervisor manages the day to day field operations of a small branch, consisting of two to four or more technicians. Responsible for customer care and customer systems resolutions. Coordinates installation and service through use of technical staff.

Key Responsibilities:
• Recruit, motivate, and direct a professional technician team
• Direct supervision of technicians
• Track timesheets, vacation, on call schedule changes, and updates
• Coordinate overtime and subcontractors for MAC tickets
• Act as 1s line of escalation for technicians and customers
• Increase revenue in order to meet corporate company revenue objectives by working with sales team, managing technician labor hours, establishing and maintaining operations readiness
• Ensure that SEB modems are installed and programmed on new maintenance accounts and work to resolve SEB no access reports
• Insure customer satisfaction through service and installation problem resolution
• Monitor contracts and make recommendations for increases based on service history
• Provide leadership support to technical staff
• Support local Operations Management with special projects
• Prepare weekly reports for home office
• Additional responsibilities as position requires

Knowledge, Skills & Abilities Required: (education, experience, technical skills, communication skills, customer focus, time management skills, independence, accuracy)
• Bachelors degree in Business or Telecommunications or equivalent telecommunications experience
• 2+ years supervisory experience, preferably ins a Customer Service field
• 3 – 5 years technical or project management experience
• Technical knowledge and experience in Nortel and NEC systems
• Excellent customer service skills
• Strong written and verbal communication skills
• Working knowledge of PC applications, including MS Office