About Frontier Communications:
Frontier Communications Corporation (NASDAQ: FTR) is a leader in providing communications services to urban, suburban, and rural communities in 29 states. Frontier offers a variety of services to residential customers over its fiber-optic and copper networks, including video, high-speed internet, advanced voice, and Frontier Secure digital protection solutions. Frontier's video offerings include FiOS and Vantage TV by Frontier with 100 percent HD picture quality, Total Home DVR, instant channel change, enhanced search, Video on Demand, and much more. Frontier Business offers communications solutions to small, medium, and enterprise businesses. More information about Frontier is available at www.frontier.com.
The coach is responsible for leading a tech support team in a call center to help our Fios customers with their voice, data and video services. The coach will be the overall support and flow of the team he/she is in charge of. The coach will work with their team on an individual level as well as on a team level to ensure the center metrics are met. The coach will field internal and external customer escalations and ensure they are met with a swift and concise resolution. The coach is responsible for the Positive Development of the employees below him/her.
Duties include, but are not limited to, the following:
Conduct ongoing coaching session on an as needed base per tech, to provide overall support to technician and coach team members that are struggling with their objectives
Conduct monthly observations to insure technical/customer service quality and to capture training opportunities
Meet formally with techs monthly to review stats and to develop a plan to achieve results
Meet with entire team once per month for the purpose rewarding, team building, boosting of overall morale, discuss issues, concerns and general information related to TSO & the Company
Use positive discipline to address attendance/adherence/ compliance/call stats as needed by documenting patterns both negative and positive
Complete monthly objectives as directed by Dept Director and supply monthly report card
Identify, Coach and train techs to realize their greatest potential both professionally and interpersonally
Provide technical and procedural answers internally & company wide
Assist and support entire management team as needed and directed by corp philosophy & upper-management
Assist in the development processes and policies of the TSO Call Center
Assist in the selection process of new hires and promoted techs
Work with other departments, NOC, Customer Service, and Repair as needed to ensure quality customer service and to meet objectives and goals of Frontier
Take escalations from customers
Reward techs that are moving in the right direction
Come up with creative "tools", ideas, and strategies... then share these with their team members to create a fine tuned "machine"
Work collaboratively with Coaches across all TSO sites
Seek ways to drive key metrics and results for TSO including First Call Resolution, OSAT and Average Handle Time.
Seek ways to maximize resources and deliver a better customer experience
Drive a consistent message for expectations, results, and appropriate behaviors
Find ways to drive more adoption by our customers for Frontier Secure and Fiber upgrades
Accept and drive a coaching culture throughout TSO
Responsible for the TSO and Corporate Objectives
Take The Lead revenue and budget.
Minimum 3 years supervisory experience in a fast paced environment. Call Center experience is preferred.
Technical experience in an inbound call center environment
Exhibit "Delight the Customer" values, ability to show passion for our Customers.
Strong Analytical skills to help review key performance indicators
A desire for customer service and achieving results
Outstanding Leadership skills to include:
Ability to multi-task
Coaching competencies aligned with our Leadership model
Excellent Communication skills
Written Email and writing etiquette/Letters to customers
Verbal Present to peers, team, and leadership team
High visibility presence in the work center
Must have Qualifications:
Minimum of three (3) years of customer service experience required
College degree preferred
Must be willing to work nights and weekends