At ALLO, we believe people are our biggest asset. Our team brings the ALLO mission to life because as local members of each community, we live, work, play, and volunteer right here with you. We're passionate about being involved and contributing to the success and progress of each of our GIG Communities.
We pursue these passions because ALLO leaders have created a workplace where folks are valued, ideas are heard, and leaders and teammates show up for each other at work and in life.
Responsible for the management of technical support specialists, team leads and trainers. Supervises the daily operations of the team in the implementation of daily responsibilities as well as administrative and operational procedures. Reviews work performance of subordinates to determine compliance with division policies, procedures, rules, regulations, and guidelines. Ensures operational plans are aligned with business objectives. Maintain company core values through leadership and development of the team members.
RESPONSIBILITIES:
Executes against assigned organizational strategic, operational, tactical, or behavioral objectives and priorities as defined by organization and or company leadership
Demonstrates a learning / growth mindset and emotional intelligence
Engages with teammates in regularly scheduled one-on-one meetings
Ensures a positive, growth oriented and blame-free work environment
Collaborates with, provides support, and demonstrates respect for other leaders and teammates
Supervises the daily operations of the team monitoring the leader board and real-time metrics
Executes daily task, projects other responsibilities assigned, as well, as adherence to administrative and operational procedures
Provides leadership support for cross-team needs “in the moment”. May include: conflict resolution, on-shift performance management, resource realignment, etc. Providing feedback to teammates direct supervisor as needed in writing at the earliest possible moment
Monitors the work performance of subordinates to determine compliance with organizational policies, ensuring operational tasks are carried out in accordance with business objectives. procedures, rules, regulations, and guidelines
Provides down-stream communication of information changes, new products, processes, etc.
Maintains company core values through leadership growth and personal development
Engages team members with creating growth and development plans to overcome current gaps, plan for future needs and personal enrichment
Evaluates agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary
Prepares and provides performance reviews, growth and development plans, performance improvement plans and will participate in merit raise and bonus reviews
Will travel into different markets occasionally to meet with teammates, direct reports and participate in team building or role building events
Expected to participate and be a presence in local ALLO sponsored events.
Prepares reports and analyzes data to assist management determine call center goals or to expose trends that may need attention
Demonstrates Company’s values, maintains a positive open demeanor, encourages different points of view, moves team forward through change; provides timely information; communicates context for business decisions; recognizes accomplishments; fosters teamwork and collaboration
Serves as customer interfacing escalation point. Investigate customer's problems and find solutions. Communicate with customers via phone, email, or letter
Actively collaborates with other department supervisors to provide an exceptional customer experience
Completes time-bound processes, internal and external to the team (Timecards, ETO, Expense Reports, Required training, etc) according to required schedules and company policy
Other Responsibilities as assigned
Colorado Residents: typical pay range for this role will be from $24.00 - $26.00 per hour depending on experience.
EDUCATION:
EXPERIENCE:
Minimum of 1 year experience in a team leadership (Frontline Lead, Supervisor) position
ALLO experience preferred
SKILLS / KNOWLEDGE / ABILITIES:
Solid Customer Service leadership experience. (Contact Center experience preferred)
Thorough understanding of Contact Center function and core metrics
Above average understanding of leadership theory such as adaptive, behavioral and situational
Experience with leading and managing remote, hybrid and in-office teams preferred.
Enthusiastic and personable, with the ability to adapt and thrive in constant change
Must be able to foster a positive and productive work environment, with ability to lead, build teams, and motivate staff
Domain expertise with Internet, Voice and Data (Business and Residential)
Solid problem solving skills with proficient attention to detail
Advanced understanding of WAN, LAN, and WiFi Networking technologies and applications
Strong analytical skills and ability to convey that information succinctly and clearly
Strong interpersonal, teamwork, conflict resolution and negotiation skills
Strong time management, organizational, and prioritization capabilities
Excellent oral and written communications skills internally and customer-facing
Ability to positively influence and collaborate with stakeholders in other organizations to accomplish objectives while maintaining relationships
Excellent leadership abilities and interpersonal skills with employees, customers and external parties and the ability to develop and drive a team-oriented operational culture.
Ability to challenge the status quo with a focus on continuous improvement
Demonstrate a commitment to continual learning and personal development
Demonstrate what it means to be hungry, humble, smart
Experienced in Microsoft 365 and MS Teams
REQUIREMENTS:
Raise objects up to 25 lbs.
Remain upright on feet for extended periods
Remain stationary for extended periods
Ability to communicate information
Ability to operate a computer
Ability to observe details at far range
Travel requirement: 10%
People are our passion. At ALLO, we don’t treat you like a number. You’re a human being.
Get ready to plug into the perks at ALLO:
- Free ALLO Service: We’ll pick up the tab on your ALLO fiber internet, TV, and phone bill. Seriously!
- Retirement Plan: The fiber future isn’t the only one we care about. We match your 401(k) savings up to 5%.
- Health and Wellness: Participate in quarterly wellness challenges, and we’ll deposit extra cash into your checking or health savings accounts.
- Benefits: Our benefits include medical, vision, and dental with low employee costs. Not to mention generous Earned Time Off (ETO) program.
- Sponsorships: Are you passionate about a local fundraiser or philanthropy? We strive to give back to what matters most to our communities.
- Tuition Assistance: Have a thirst for knowledge? We like that, which is why we’re proud to offer assistance with the cost of your tuition.
ALLO is an Equal Opportunity Employer. We are committed to providing opportunities to all applicants and associates without regard to race, color, religion, sex, pregnancy, national origin, age, disability, marital status, sexual orientation, gender identity, military and veteran status, and any other characteristic protected by applicable law. ALLO believes that diversity and inclusion within our team is critical to our success as a company. We seek to recruit, develop, and retain the most talented people.
Qualified individuals with disabilities who require reasonable accommodations in order to apply may contact Recruiting at recruiting@allofiber.com.
ALLO is a Drug Free and Tobacco Free Workplace.