Mobility Operations Supervisor

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Job Description
OVATION Wireless Management, Inc.

TITLE:
Mobility Operations Supervisor

RESPONSIBLE TO:
VP – Operations

SALARY: 
Commensurate with Experience

LOCATION:
Corporate Office in Cornelius, NC.

This is an exciting opportunity to join one of the premier organizations, Ovation Wireless Management, Inc., in the rapidly expanding Managed Mobility Service industry.  Ovation specializes in Managed Mobility Services and Unified Endpoint Management and utilizes its proprietary, GDPR compliant software platform, Magellan®, to identify and execute meaningful operational cost reductions for clients. Ovation also provides device logistics, procurement support,provisioning, asset management, help desk services, VIP care, and mobility contract compliance. Ovation manages wireless mobility services end-to-end for its clients, providing a significant value in carrier savings.
VIP care, and mobility contract compliance. Ovation manages wireless mobility services end-to-end for its clients, providing a significant value in carrier savings.

Mobility Operations Supervisor:
The Mobility Operations Supervisor is responsible for providing a variety of leadership, coaching, administrative and support-related duties based on client need. The majority of daily management tasks will evolve around the direction,coordination, and control of the Procurement and Support help desk staff. As this role works directly with both internal and external customers as well as wireless carriers, excellent written & oral communications are essential attributes needed to
be successful.

Key Responsibilities:

• Reporting and Analytics, Balanced Scorecard – work with leadership to develop a core set of KPIs. Measure on regularly scheduled daily intervals and report to management on agreed upon cadences.
• Key Performance Indicators – daily, weekly, and monthly
  • Client Report Cards – key performance metrics, SLAs
  • Agent Report Cards – Utilization, attendance, talk time, quality
  • Team Report Cards – SLA’s, resource alignment, volume trends
• Scheduling and Alignment
  • Scheduling and coordination of PTO/holidays/breaks/lunches on a daily basis
  • Managing in real time the ebbs and flows of volume, aligning resources to accommodate customer
    demands and SLAs.
• Competency and Success Planning – Regular review cadence
  • Agent growth plan management through various stages of competency.
  • Process and Performance coaching and mentoring.
  • Celebrating and rewarding success.
• CPI & Documentation
  • Continuous Process Improvement – process feedback and documentation of improvements to
    implement including RemedyForce, ZOHO, ACD/IVR, and other vendor solutions.
• Escalation Management
  • Second level of escalation management following the customer support lead.
  • Manage and track open incidents ensuring closure.

Staff and Process:

• Cultural alignment – ensuring all agents carry the Ovation branding – the look, feel, sound and touch of the Ovation culture.
• Training – Create and manage a change management process to ensure that all agents receive trainings for
  process changes, we have verified they can satisfy the new requirements, and the customer is aware of our
  ability to support their new process.
• Process Improvement – inspect processes and create new avenues for efficiency within the ops org.
• Escalation Management – Third tier for escalation management. Drives activity through the customer’s support
  performance supervisor and ensures accurate and timely delivery on customer escalations.

Job Prerequisites:

• 5 Years + experience with help desk functions
• Proven communication and leadership skills
• Ability to establish and maintain SLA’s as well as track metrics
• Mobility Experience
• Steadiness, a cool demeanor, and a confident voice.

Nice to Haves:

• Customer experience program management
• Customer relationship experience
• Customer service background
• Telecom logistics and planning
• Process design (Visio or other)
• Training, coaching or mentoring experience

PHYSICAL REQUIREMENTS:
Exerts up to 20 pounds of force occasionally and/or a negligible amount frequently to move objects.

SECURITY SENSITIVE:
This job interfaces with client data and Ovation Intellectual Property that is security sensitive and thereby subject to the provisions of the employment agreement. Included in the documents are confidentiality statements, non-disclosures, IP ownership rights, and a background check.

LOCATION:
Ovation Wireless Management Headquarters in Cornelius, NC

TRAVEL:
This role will require minimal occasional travel, less than 5% of the time.