AddressPosition Summary
The VoIP Data Networking Supervisor works in the Service Delivery section, assisting the Service Delivery Manager by providing support services. The Supervisor monitors the work projects and the training of individual team members in support of overall team performance. The Supervisor is required to have a strong focus on providing customer service extremely well and encouraging the team to provide an excellent service to all customers, to boost satisfaction levels over time and maintain them.
Essential Duties and Responsibilities
The role includes many essential duties and various responsibilities necessary to perform well in the role of Service Delivery Supervisor.
Here are the essential ones to consider:
- Leverage effective instructions and perform a leadership role for the Service Coordinators and the Technical Implementation Specialists
- Examine metrics for business performance and consider processes and make informed suggestions about proficiency improvements
- Collaborate with the team leaders of the Business Solutions section to effectively deal with serious customer complaints
- Work with the Service Delivery Manager to reduce the complexity in starting and completing tasks
- Have a goal to make happy customers a priority through the use of performance goals
- Interview potential Service Delivery staff and decide who gets hired
- Complete other tasks as required of the job
Minimum Qualifications (Knowledge, Skills, and Abilities)
The minimum qualifications required for the job include previous work experience, existing skills acquired prior to or at previous jobs and natural abilities that have a bearing on the role.
Here are the basic requirements for the Service Delivery Supervisor role:
- Prior work experience within the telecommunications field. Along with this, have worked in the VoIP service provisioning previously. Also, understanding how a VoIP service is created and provided to the end customer is useful too
- Previous work experience with Data Networking technology is desired for this role
- Previous multi-year work experience either supervising or directly managing a team. Ideally, within a traditional call centre environment but this is not essential
- Being an effective planner, able to decide which tasks or projects should take priority, meeting deadlines responsibly, meeting or exceeding goals for the department (or the company), effective management of time resources, and flexible enough to handle a robust, ever-changing workplace
- Confirmation of being able to deal with raised issues and work the problem to resolve it as quickly as possible
- A functional knowledge of the Window operating system including using apps like Access, Excel, and Word
- Previous experience with Salesforce CRM software is ideal, but experience of another CRM is still useful
- Effective communicator both between colleagues and other people
- Strong customer service approach and ability to solve new problems well
- Learn new processes and procedures fast and able to use complicated procedures correctly
- Working brilliantly within a team and having a positive perspective
Physical Demands and Work Environment
The physical requirements of the role for the employee are as follows:
The employee must be able to perform the essential functions in the role. This will include talking, listening, sitting for periods or using the fingers and hands. Adjustments will be made to accommodate people with disabilities to perform the job role too. The vision must be good enough to see distances or close up and move between them (glasses are fine). Ability to tolerate low noise levels in the work environment. VisionVoice is an equal opportunities company and adheres to all regulations relating to this.
