Online Call Center Supervisor
Online Call Center Supervisor
Business Operations TAMPA, Florida CHARLESTON, West Virginia
Description
Online Call Center Supervisor
When you’re in the business of making connections, diversity and inclusion become part of your fiber. We believe in unlocking the power of diversity to drive digital connectivity, so if you feel your experience looks a little different, and you can add value, we encourage you to apply! #BuildGigabitAmerica
About Us
Frontier is a leading communications provider offering gigabit speeds to empower and connect millions of consumers and businesses in 25 states.
It is building critical digital infrastructure across the country with its fiber-optic network and cloud-based solutions, enabling connections today and future-proofing for tomorrow.
Rallied around its purpose of Building Gigabit America™, the company is focused on supporting a digital society, closing the digital divide, and working toward a more sustainable environment.
Frontier is preparing today for a better tomorrow. Visit .
About the Role
Frontier is seeking a results-driven Online Call Center Supervisor to ensure excellent customer service is provided to all customers, both internal & external.
The role will be responsible for supervising a retention center and must have detailed knowledge of order flow, troubleshooting, and resolution of customer issues and concerns.
The supervisor will occasionally have a direct interface with customers and handle follow-up calls or escalations.
About You
You are a successful Sales Call Center Supervisor with the following attributes :
- Supervisory experience in a fast-paced environment
- Sales experience in an inbound call center environment, telemarketing, or outbound call center
- Strong Analytical skills and ability to review key performance indicators (Net Revenue, Revenue per Call)
- A passion for sales and achieving results
Your outstanding Leadership skills include :
- Coaching competencies aligned with our Leadership model
- Excellent communication skillsWritten Email and writing etiquette / Letters to customersVerbal Present to peers, team, and leadership team
- High visibility presence either in the work center or virtually
Responsibilities :
Assumes responsibility for executing the Quality Performance Management Program by consistently conducting and assessing Representative interactions and transactions via recordings and observations utilizing call monitoring systems;
delivers timely feedback to team and monitors progress
- Participates in calibration sessions directed by the training group to monitor adherence standards
- Collaborates with training and Call Center Operations in monitoring consultant skill levels, team schedule adherence, attendance, and compliance with Center performance measures and metrics
- Assumes responsibility for creating individual consultant development plans and routinely conducts performance reviews.
Provides direction to the team on achieving specific objectives, including contributing to a quality customer experience that promotes customer loyalty, brand recognition, and revenue generation
- Works with other leaders and with the Call Center Operations to manage work assignments and workflow
- Monitors day-to-day quality and production goals; monitors and assists in managing the workload of the team; and reviews and coaches on the importance of availability, quality of performance, service level, and other Center objectives and goals
- Analyzes daily performance activities, utilizing multiple reporting systems (e.g. Avaya, CCST, and others)
- Addresses escalations from consultants by providing a resolution
- Performs requisite administrative tasks, including but not limited to preparing reports, reviews, and other necessary documentation
Required Qualifications :
- Minimum of three years of customer service experience
- College degree preferred; High school or GED
Frontier salaries are estimated by third parties and may or may not reflect actual or total compensation. Please confirm with your recruiter.
We are deeply committed to attracting talented team members in the US from all backgrounds regardless of race, age, gender, ethnicity, religion, sexual orientation, disability status, or nationality.
However, at this time, we are not sponsoring any Visas.
Data Analyst / Data Scientist, Wholesale
Data Analyst / Data Scientist, Wholesale
Advanced Analytics Dallas, Texas TAMPA, Florida LOS ANGELES, California
Description
Salary Range : $89, to $,
Data Analyst / Data Scientist, Wholesale
When you’re in the business of making connections, diversity and inclusion become part of your fiber. We believe in unlocking the power of diversity to drive digital connectivity, so if you feel your experience looks a little different, and you can add value, we encourage you to apply! #BuildGigabitAmerica
About Us
Frontier is a leading communications provider offering gigabit speeds to empower and connect millions of consumers and businesses in 25 states.
It is building critical digital infrastructure across the country with its fiber-optic network and cloud-based solutions, enabling connections today and future proofing for tomorrow.
Rallied around its purpose of Building Gigabit America™, the company is focused on supporting a digital society, closing the digital divide, and working toward a more sustainable environment.
Frontier is preparing today for a better tomorrow. Visit
About You
We are in search of a Data Scientist to join our wholesale analytics team. This role will be responsible for driving profitability and growth across the company, directly influencing business strategy, capital allocation, pricing, and operational initiatives for millions of customers and billions of dollars in revenue.
You will work with different parts of the organization and use data-driven methods to identify opportunities, develop tools and processes, and implement solutions to improve profitability, efficiency, and customer experience.
Your work will be analytical, but your intelligence, drive, and interpersonal skills will be just as important to your success.
The opportunities you identify, the initiatives you lead, and the decisions you make will have a direct, tangible impact on our customers, employees, and company performance.
Responsibilities
- Implement automated processes to gather and look at large data sets efficiently
- Provide predictive modeling and data visualization to forecast proposed business initiatives across the entire organization
- Build and optimize databases utilizing the industry's most cutting-edge tools and technologies
- Provide analytical support and recommendations regarding the optimization of operational processes, capital allocation, and pricing
- Provide insights on future growth and profitability strategy through historical business analysis and forecasting of industry and customer trends (e.
g. what markets to prioritize, opportunities to pursue, how to win, the impact of 5G, etc.)
- Work with front-line employees to identify and cure pain points
- Present insights and recommendations to company executives and the board of directors
Required Qualifications
- Familiarity with Python and Pandas is required
- Proficiency with large datasets and Spatial Analytics / Visualization tools preferred
- Familiarity with data tools such as Microsoft Excel, Alteryx, or PowerBI is a plus
- Demonstrated drive and desire to improve business performance
- Demonstrated aptitude for analytical thinking and data-based decision-making
- Demonstrated ability to solve complex problems
- Bachelor's degree is preferred
- Telecom industry expertise is not necessary - the team will be dedicated to teaching and mentoring the candidate towards becoming an expert in their own right
Frontier salaries estimated by third parties and may or may not reflect actual or total compensation. Please confirm with your recruiter.
We are deeply committed to attracting talented team members in the US from all backgrounds regardless of race, age, gender, ethnicity, religion, sexual orientation, disability status, or nationality.
However, at this time, we are not sponsoring any Visas.
Data Analyst / Data Scientist, Wholesale
Data Analyst / Data Scientist, Wholesale
Advanced Analytics Dallas, Texas TAMPA, Florida
Description
Salary Range : $89, to $,
Data Analyst / Data Scientist, Wholesale
When you’re in the business of making connections, diversity and inclusion become part of your fiber. We believe in unlocking the power of diversity to drive digital connectivity, so if you feel your experience looks a little different, and you can add value, we encourage you to apply! #BuildGigabitAmerica
About Us
Frontier is a leading communications provider offering gigabit speeds to empower and connect millions of consumers and businesses in 25 states.
It is building critical digital infrastructure across the country with its fiber-optic network and cloud-based solutions, enabling connections today and future proofing for tomorrow.
Rallied around its purpose of Building Gigabit America™, the company is focused on supporting a digital society, closing the digital divide, and working toward a more sustainable environment.
Frontier is preparing today for a better tomorrow. Visit
About You
We are in search of a Data Scientist to join our wholesale analytics team. This role will be responsible for driving profitability and growth across the company, directly influencing business strategy, capital allocation, pricing, and operational initiatives for millions of customers and billions of dollars in revenue.
You will work with different parts of the organization and use data-driven methods to identify opportunities, develop tools and processes, and implement solutions to improve profitability, efficiency, and customer experience.
Your work will be analytical, but your intelligence, drive, and interpersonal skills will be just as important to your success.
The opportunities you identify, the initiatives you lead, and the decisions you make will have a direct, tangible impact on our customers, employees, and company performance.
Responsibilities
- Implement automated processes to gather and look at large data sets efficiently
- Provide predictive modeling and data visualization to forecast proposed business initiatives across the entire organization
- Build and optimize databases utilizing the industry's most cutting-edge tools and technologies
- Provide analytical support and recommendations regarding the optimization of operational processes, capital allocation, and pricing
- Provide insights on future growth and profitability strategy through historical business analysis and forecasting of industry and customer trends (e.
g. what markets to prioritize, opportunities to pursue, how to win, the impact of 5G, etc.)
- Work with front-line employees to identify and cure pain points
- Present insights and recommendations to company executives and the board of directors
Required Qualifications
- Familiarity with Python and Pandas is required
- Proficiency with large datasets and Spatial Analytics / Visualization tools preferred
- Familiarity with data tools such as Microsoft Excel, Alteryx, or PowerBI is a plus
- Demonstrated drive and desire to improve business performance
- Demonstrated aptitude for analytical thinking and data-based decision-making
- Demonstrated ability to solve complex problems
- Bachelor's degree is required
- Telecom industry expertise is not necessary - the team will be dedicated to teaching and mentoring the candidate towards becoming an expert in their own right
Frontier salaries estimated by third parties and may or may not reflect actual or total compensation. Please confirm with your recruiter.
We are deeply committed to attracting talented team members in the US from all backgrounds regardless of race, age, gender, ethnicity, religion, sexual orientation, disability status, or nationality.
However, at this time, we are not sponsoring any Visas.