Remote Supervisor, Residential Customer Support

Point Broadband / Sunset Digital; Alabama; Hybrid; USD 60,000 - 85,000; Full time

Benefits offered by this job

Medical plans

401(k) match

Paid time off

Paid holidays

Uniform allowance

Cell phone allowance

Career progression

Broadband discounts

Job summary

Point Broadband is seeking a Supervisor for Residential Customer Support to lead a high-volume remote call center team. You will coach Customer Support Specialists, monitor performance, and drive exceptional customer experiences while meeting goals.

The role requires strong leadership in telecommunications, a commitment to quality, and the ability to manage staffing, training, and escalations in a remote environment. A Associate degree and 5+ years in telecom support are preferred.

Qualifications

• Associate degree or equivalent work experience.
• Two or more years of Call Center Leadership experience, preferably in Telecommunications, Customer Service, and/or Sales.
• Five or more years Telecommunications industry experience.
• Excellent interpersonal, verbal, and written communication skills.
• Self-motivated and able to work in a minimally supervised remote setting.

Responsibilities

• Supervise daily activities for team of Customer Support Specialists within the remote contact center.
• Analyze department performance to meet or exceed goals.
• Assist with development of call center technology and productivity tools by monitoring performance and reporting on KPIs.
• Monitor schedules and attendance, coordinating staffing with Work Force Management, HR, and Management.
• Respond to escalations promptly and professionally, de-escalating when needed.
• Interact with customers, employees, and vendors via multiple channels (phone, email, chat, video).
• Attract and hire quality talent and provide coaching and development for team members.
• Promote quality standards and improve customer experiences.
• Create a collaborative virtual environment aligned with company strategy.

Skills

Call Center Leadership

Telecommunications

Customer Service

Team Leadership

Remote team management

Sales

Education

Associate degree

Tools

Microsoft Office

Job description

Point Broadband is seeking a Supervisor for Residential Customer Support to lead a high-volume remote call center team. You will coach Customer Support Specialists, monitor performance, and drive exceptional customer experiences while meeting goals.

The role requires strong leadership in telecommunications, a commitment to quality, and the ability to manage staffing, training, and escalations in a remote environment. A Associate degree and 5+ years in telecom support are preferred.