This individual would be responsible for the daily running and management of the (24x7) Broadband Technical Support team that has responsibility for a host of broadband products. This individual would also be responsible for assessing workload, employee scheduling, coordinating training, identifying areas for standardization and process improvements, statistical reporting and handling customer escalations.

Typical tasks include:

•Meeting performance goals for service levels and quality;
•Managing the daily activities of the call center;
•Communication with other departments to gather information and resolve issues;
•Reviewing the performance of staff, identifying training needs and planning training sessions;
•Handling complex customer complaints or inquiries;
•Analyzing performance statistics and making decisions based on these statistics.