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Triage Supervisor

Company: Altice USA
Location: Greenville
Posted on: July 8, 2019

Job Description:


Job ID: 2019-22736
Location: Greenville, NC

Altice Technical Services US is a business entity within the Altice family of companies. Altice Technical Services US is a first of its kind national services organization capable of deploying and implementing cutting edge video, internet and voice products and networks to the consumer. We promote the culture of an innovative start-up company that is intensely focused on providing the highest level of service to our clients. Altice Technical Services is responsible for the technical service delivery from the execution at our head ends through to the customer premise. You have an opportunity to be on the ground floor of something new and exciting as we innovate and introduce services such as fiber to the home and bring Generation Gigaspeed to life.

Job Summary

Performs the administrative, facilitative, coaching, and mentoring duties necessary to lead a team of Triage Technicians that minimize or eliminate truck rolls. Achieves the business, sales, technical support, and customer service objectives of the department.


* The Triage Technician Supervisor develops personnel in all areas of Performance Management including, but not limited to: customer service, troubleshooting techniques, sales, accuracy, job knowledge, and professionalism.

* Develops and implements plans for the development and growth of subordinates.

* Selects, trains, directs, motivates employees; evaluates performance and recommends salary adjustments.

* Administers disciplinary action when necessary.

* Responsible for monitoring and reviewing daily reports to determine issues that could assist in reducing truck rolls and improving service levels.

* In depth technical troubleshooting knowledge for Data, Video and Telephone products.

* Communicates with the public and practices excellent customer service techniques.

* Supports and encourages strong customer service objectives.

* Exhibits strong organizational abilities.

* Fosters a work environment of mutual respect and teamwork among team members

* Supports and practices safe work habits.

* Assures on the job training and development for team members.

* Works with system team members in the identification of procedural problems and recommends appropriate changes.

* Participates in department goal setting sessions and develops plans to achieve these goals.

* Demonstrates the ability to utilize analytical skills that will assist in the system, department, and work team growth.

* Ensures team compliance with customer service standards and develops technical and troubleshooting skills of individual team members.

* Assists direct reports and staff support personnel in reaching individual and work unit goals and objectives by measuring performance, giving timely feedback, coaching for improved results, and providing regular monthly performance evaluations for each team member.

* Ensures team performance in achieving monthly and yearly goals.

* Assures the resolution of subscriber problems.

* Performs related duties as required.

* Other duties as assigned.

Qualifications / Requirements

* Minimum of five or more years of experience in a MSO Telecommunications Environment,

* Minimum of two years experience in a leadership role.

* High school diploma or equivalent.

* Ability to deescalate conflict and turn the customer experience into a positive engagement.

* Proficiency with Windows-based computer.

* Proficiency with MAC-based computer preferred.

* Ability to lead and motivate team to meet departmental goals.

* Excellent verbal/written communication skills; good listening skills; strong organizational skills; administrative skills; decision making skills.

* Excellent interpersonal skills to be able to interact with all levels of a diverse population.

* Strong time management and stress management skills and the ability to work in a multitasking environment.

* Ability to maintain a high level of confidentiality.

Essential Functions

* Must be able to sit / stand for extended periods of time

* Must be able to read data on computer

* Must speak fluently to communicate with customers and co-workers

* Must be able go up and down steps to research stored data

* Able to function in small areas when needed

* Must be able to occasionally lift 10 to 30 lbs

Preferred Experience

* Bachelor s Degree in Business Management or related field, or equivalent experience preferred

* Three years experience in a Call Center environment preferred

* Six months of leadership experience in a call center environment preferred

* Sales and Telecommunications experience highly preferred

* Spanish proficiency desirable

Altice Technical Services provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Keywords: Altice USA, Greenville , Triage Supervisor, Other , Greenville, North Carolina

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