Description
Job Summary:
This position will provide leadership support for a team of customer support representatives within Ledcor Operations Center (LOC.) The position is responsible for understanding the needs, motivations and emotions of customers and applying this knowledge to continuously strengthen customers’ experiences at all touchpoints with the organization. Must have expert communication, thoughtful leadership skills, teamwork, innovative thinking, and strong execution skills. You have a passion for leading teams through change and finding innovative ways to increase the value provided to the business. You are a positive, team player who builds relationships quickly and has a proven ability to transition quickly from conceptualization to execution.Essential Responsibilities:
- Lead, support and motivate a team of Customer Support Representatives in a 24/7 365 environment while ensuring flawless execution within the Ledcor Operations Center (LOC.)
- Establish standard operating procedures and clear expectations to promote efficiency and cohesiveness
- Point of contact for client escalations and operational issues
- Collect, monitor, and analyze customer feedback and data to provide top level satisfaction;
- using data and information to identify gaps and recommending strategies to strengthen customer experience metrics.
- Build and motivate a strong and cohesive team that is customer-focused and possesses the competence to deliver services that meet or exceed the needs of the organization
- Partner with other Regional Managers and leaders to ensure efficient utilization of resources across businesses and markets.
- Enhance performance through improvements in process, strategy, and innovative thinking.
- Develop effective practices to build relationships between the dispatch team, field operations, project management team and resource planning.
Qualifications:
- Three to five years' experience in a supervisory role with direct reports in a network operations center and/or technical call center environment
- Direct experience with change management to include: planning, communication, and execution.
- Exceptional communication skills with a demonstrated ability to adapt to a variety of styles & approaches.
- Strong analytical skills with ability to take a process from conception to completion.
- Strong people management skills.
- Strong written and oral communication skills and a superior customer service orientation.
- Familiarity with Salesforce is an asset
Additional Information:
Company Description
Ledcor Technical Services (LTS) designs, builds, and maintains wireline or wireless networks that span North America and beyond. We are a proven leader and innovator in telecommunications network construction, maintenance, and service installation and repair.
But when you work for Ledcor, your experience will go far beyond the project. Do you want a career that means more? Join our True Blue team now!
Employment Equity
At Ledcor we believe diversity, equity, and inclusion should be part of everything we do. We are proud to be an equal-opportunity employer. All qualified individuals, regardless of race, color, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status or any other identifying characteristic are encouraged to apply.
Our True Blue team consists of individuals from all backgrounds who contribute diverse perspectives and experiences to Ledcor. We are committed to continuing to build on our culture of empowerment, inclusion and belonging.
View our full Inclusion & Diversity statement here.All applicants must be able to show proof of eligibility to work in the United States.
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Link to: https://www.uscis.gov/e-verify Date Posted
Feb 9, 2022
E-Verify® is a registered trademark of the U.S. Department of Homeland Security
14400 The Lakes Boulevard, Pflugerville, TX, United States