Digital Path Inc. Call Center Supervisor

Digital Path is the leading Wireless Internet Service Provider (WISP) providing internet service to rural communities and critical fire response networks throughout California. Our mission is to bring a faster, more reliable service for customers that are typically unserved or underserviced by cable companies.

Summary:

As the Call Center Supervisor, you will play a critical role in supporting the Call Center Manager with the day-to-day operations, ensuring the smooth functioning of the department. Your responsibilities will include supervising assigned call center direct reports, providing guidance, and assisting them with their duties when required. You will actively participate in the hiring and onboarding process by interviewing and selecting applicants, training new hires, and fostering a motivated team environment. Additionally, you will be responsible for responding to customer inquiries and resolving issues promptly, ensuring high levels of customer satisfaction. Although your role operates under moderate supervision and reports to the department manager.

Additional information:

• This position is a full-time position on-site at our office in Chico, CA.
• This role requires on-site presence and does not offer remote work options.
• A typical work week is 8 hours daily Monday through Friday with occasional overtime.
• All job offers are contingent upon applicant passing a post-offer, pre-employment background check, non-arduous physical, and drug/alcohol screening.

Minimum Essential Duties and Responsibilities

Note: This job description may not cover every task and duty expected of the employee. In fulfilling the responsibilities outlined herein, employees may be required to undertake additional tasks related to or naturally associated with their role, or to perform duties of a lower-level nature as needed.

• Fulfill supervisory responsibilities (detailed below), overseeing the day-to-day operation of the call center department.
• Promote excellent customer service at all times by demonstrating professionalism and maintaining a calm demeanor.
• Assist any and all department members when requested and/or as necessary.
• Answer questions and provide guidance and feedback.
• Adjust and/or fix customer accounts as necessary.
• Interact with customers and employees to resolve escalated issues, using emotional intelligence and sound judgment to find resolutions.
• Monitor and evaluate data for employee call times, customer churn, signups, installations, and other essential KPIs.
• Ensure adherence to policies for attendance, established procedures, etc.
• Create and update training and procedure guidelines.
• Inform management on issues and problems on a continuous basis.
• Collaborate with the Field Operations team and Network Operations team as needed.
• Attend work on a regular and continuous basis.
• Other duties as assigned.

Supervisory responsibilities:

• Oversee a team of assigned customer service, technical support, scheduling support, and sales representatives.
• Supervise direct reports by selecting, assigning, and coordinating work and overtime schedules.
• Track attendance, leave, or other scheduling concerns for direct reports.
• Ensure the team comply with company guidelines particularly related to quality of service.
• Ensure the team is following company and departmental policies, practices, and procedures.
• Measure employee’s performance by reviewing and evaluating their work.
• Perform reviews in a way that displays high professional standards.
• Collaborate with management and HR on hiring and recruiting efforts.
• Onboard and train new hires.
• Enforce and train all assigned direct reports in company policies, practices, and procedures.
• Take corrective action when problems, performance and/or other issues develop with employees.
• Validates employee timecards in a timely and accurate manner.
• Resolve employee issues, disputes, and conflicts.  Escalate to management and/or HR when appropriate.
• Identify training opportunities for assigned direct reports to foster continuous improvement in the team.

Minimum Requirements:

• High School Diploma or equivalent.
• Minimum of three (3) years of experience in a supervisory and/or leadership role.
• Dispatching experience is preferred.
• Proficient in the use of telephone equipment and relevant computer programs.
• Must be able to coach and mentor customer service team of direct reports.
• Experience in customer service with a strong understanding of customer service principles.
• Strong computer skills with Office 365 and stand-alone applications such as Excel, Word, Project, Access, and PowerPoint.
• Highly organized with attention to detail.
• Ability to use good judgment, make sound decisions, and maintain a professional, calm demeanor while resolving issues.
• Ability to think critically, independently, and utilize problem-solving skills.
• Ability to pivot between multiple priorities and projects as needed.
• Demonstrate a strong level of personal and professional integrity and ethics.
• Excellent communication and interpersonal skills, with an ability to maintain effective working relationships.
• Ability to remain self-motivated and produce deliverables accurately and on-time.
• Maintain focus and professionalism in a team environment, even during stressful situations.
• Ability to consistently work full-time on-site during the operational hours of the department.
• Commitment to upholding and promoting Company values.
• Reliable transportation to and from the office.

Physical Requirements:

• Ability to sit for extended periods of time and use repetitive motions including writing and typing.
• Specific vision requirements include close, distant, and peripheral vision, depth perception, and focus adjustment.
• Requires use of near vision with or without correction, and an ability to see details at close range (such as using a computer monitor, reading reports, etc.).
• Use of computer systems, video displays, keyboard, mouse, and other peripherals for prolonged periods of time.
• Use of hands to hold, grip, carry, and physically interact with objects, tools, or controls.
• Must be able to navigate all areas of the office, occasionally including areas accessible only by stairs.
• Occasionally may require carrying, lifting, pushing and/or pulling objects up to 25 pounds.

Digital Path offers a comprehensive benefits program to all eligible employees. Benefits include:

• Medical and Dental group insurance,
• Medical benefits available on the 1st of month after your start date.
• Life Insurance,
• Employee Assistance Program (EAP),
• Vision reimbursement program,
• Vacation, Holiday, and Sick pay,
• 401k - 4% employer match,
• Free Residential Internet Service (if you reside in the coverage area),
• Our facilities include an on-site cafeteria with daily lunches, company lunches/parties, and a dedicated game room for employees to rest and relax.