Job Type Full-timeDescriptionJoin Clearwave Fiber as a Technical Care Center Manager and Lead Our Mission to Connect Communities!Are you passionate about delivering exceptional customer experiences? Do you have a knack for leading teams and streamlining processes in the telecom industry? If so, Clearwave Fiber is looking for you! We're on a mission to empower people and communities through connectivity, and we're seeking a dynamic Technical Care Center Manager to lead our Technical Assistance Department. This is your chance to make a significant impact in a company dedicated to its customers, communities, and colleagues.About the Role: As our Technical Care Center Manager, you'll be the driving force behind a team committed to excellence. You'll oversee both internal and external customer support, ensuring that every interaction is a positive one. Your leadership will inspire a customer-first mentality, fostering a team environment that maximizes productivity, performance, and results. Based in Georgia, Florida, Illinois, or Kansas, this role is your opportunity to take charge and deliver unmatched service in a thriving company.What You'll Do:
- Lead and Inspire: Guide a dedicated team in the Technical Assistance Department, ensuring every customer interaction leads to satisfaction and delight.
- Foster Teamwork: Create a positive work environment that encourages collaboration, productivity, and top-notch performance.
- Operational Excellence: Manage the daily operations of our Technical Assistance Center, focusing on high standards of productivity, quality, and customer service.
- Drive Improvements: Identify and implement enhancements to improve the experience for both customers and employees.
- Set Strategic Goals: Align departmental goals with the company's objectives, driving success and growth.
- Champion Change: Act as a liaison for change management, effectively communicating business initiatives to your team.
- Analyze and Report: Prepare and deliver operational reports, identifying trends and opportunities for growth.
- Budget Management: Ensure the department operates within or under budget.
- Evaluate and Train: Assess staffing levels and training needs to meet company goals.
- Performance Management: Conduct annual and semi-annual reviews, providing guidance and making salary recommendations.
- Flexibility Required: Be prepared to work non-standard hours in a 24/7 department.
RequirementsWhat You'll Bring:
- Telecom Expertise: Minimum of 5 years in telecommunications, specifically in a Call Center Technical Support role for both Business and Residential customers (voice, video, and internet).
- Educational Background: Bachelor's degree or equivalent work experience.
- Relationship Building: Strong sales skills, business acumen, and a deep understanding of customer needs.
- Communication Skills: Excellent interpersonal, verbal, and written communication abilities.
- Analytical Skills: Proficiency in contact center management best practices.
- Technical Proficiency: Advanced skills in MS Word, Excel, and PowerPoint, and a solid understanding of video, internet, and telephone technologies.
- Process Improvement: Experience in creating policies, procedures, and workflow processes.
- Travel Flexibility: Ability to travel between call centers, office locations, and vendor sites as needed.
- Remote Work Readiness: A quiet, distraction-free work area with reliable internet service (Clearwave Fiber coverage may be provided as part of your benefits if within our footprint).
Unlock Your Potential with Clearwave FiberAt Clearwave Fiber, we recognize the invaluable contributions of our associates in propelling our company forward. As a token of our appreciation, we offer an exceptional benefits package designed to honor your dedication and support your wellbeing.Elevated Benefits Package:Performance-Based Rewards: Join our team and unlock a rewarding career path with our performance-based rewards system, featuring a competitive compensation package that includes a base salary and short term and long-term bonus plans.Comprehensive Health Coverage: From day one, access medical, dental, and vision plans to safeguard your health and that of your loved ones.Financial Security: Enjoy company-paid life insurance, with options for additional coverage, alongside company contributions to HSA/HRA accounts, with an FSA plan available.Generous Time Off: Recharge and rejuvenate with up to 20 days of paid time off in your first year, ensuring a healthy work-life balance.Investment in Your Future: Participate in our 401(k) with matching contributions, vested upon hire, paving the way for a secure financial future.Safety Nets: Benefit from company-paid short-term and long-term disability plans and an Employee Assistance Plan for added peace of mind.Enhanced Perks:Connectivity Benefits: Enjoy complimentary Clearwave Fiber services if you reside within our service area, bringing high-speed connectivity to your fingertips. In addition, you are provided with a laptop and cell phone and mileage reimbursement.Recognition & Support: Join our Clearwave Connections program, where associates are celebrated for their contributions, and access 24/7 Health Advocate support at no cost to you.Wellness & Protection: Explore voluntary plans for accident, critical illness, hospital indemnity, and legal services to further safeguard your health and financial wellbeing.Collaborative Environment: Thrive in a supportive and collaborative work culture that values diversity, inclusion, and teamwork.Our Core Values:Purpose - We are about more than ourselves.Ownership - We are owners.Courage - We embrace challenge.Resourcefulness - We find a way.Simplicity - We focus on what matters.About Us:Clearwave Fiber, a leading provider of 100% Fiber Optic Internet services, is expanding its network across the Midwest and Southeast regions. Backed by strong investment partners including Cable One, GTCR, Stephens Capital, and The Pritzker Organization, we are committed to delivering cutting-edge technology and unparalleled customer service. Join our team of over 300 colleagues dedicated to shaping the future of connectivity.Pre-hire Assurance: Rest assured, Clearwave Fiber prioritizes the safety and security of our associates and customers. Job offers are contingent upon successful background checks, drug screenings, and reference checks. Once cleared, embark on a fulfilling and rewarding career journey with us.Equal Opportunity Employer: Clearwave Fiber is proud to be an Equal Opportunity Employer, fostering a diverse and inclusive workplace.Ready to Make a Difference? If you're ready to take on this exciting challenge and contribute to a company that values innovation and customer satisfaction, apply today! This is your chance to lead, inspire, and help shape the future of Clearwave Fiber. Join us in our mission to connect and empower communities!