3-5 years of experience
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Employment Type:
Full time
Job Category:
Customer Service
Spvr, Call Center Onln
Frontier Communications | Long Beach, California
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Job Description

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 Frontier® 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.

Duties & Responsibilities:

* Assumes responsibility for creating and maintaining individual consultant development plans and routinely conducts performance reviews with each team member. Provides direction to subordinates on achieving specific objectives, including contributing to a quality customer experience that promotes customer loyalty, brand recognition, and revenue generation.
* 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 members and monitors team member progress.
* Participates in calibration sessions directed by the training group in order to closely monitor adherence standards.
* Collaborates with training group and Call Center Operations Management in monitoring consultant skill levels, team schedule adherence, attendance, and compliance with Center performance measures and metrics.
* Ensures that Representatives are appropriately trained, are following correct procedures, and maintaining a high degree of quality.
* Works with other Center leaders and with the Call Center Operations Management team in managing daily work assignments and workflow.
* Monitors day-to-day quality and production goals; monitors and assists in managing the workload to the team; and reviews and coaches to 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) and provide on-going performance feedback.
* Reports system malfunctions or performance issues to appropriate Call Center Operations management team.
* Assists consultants with problem resolution and trouble shooting to resolve customer issues.
* Answers technical and procedural questions.
* Addresses escalated calls and transactions from consultants by providing resolution.
* Performs requisite administrative tasks, including but not limited to preparing reports, reviews and other necessary documentation.
* Maintains working knowledge of all systems.

To be a successful Sales Call Center Supervisor at Frontier, you will need the following:

* Supervisory experience in a fast paced environment. Retail or Call Center experience is preferred.
* Sales experience in a telemarketing or outbound call center environment
* Exhibit "Delight the Customer" values, ability to show passion for our Customers.
* Strong Analytical skills to help review key performance indicators (Net Revenue, Revenue per Call)
* A desire for sales 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
* The ability to have fun and enjoy your work environment!

Must have Qualifications:

* Minimum of three (3) years of customer service experience required
* High School degree or GED required, College degree preferred
* Flexibility in work schedule.
* 3 references from former Supervisors or Managers

About Frontier Communications

Frontier Communications Corporation is an S&P 500 telephone company included in the FORTUNE 500 list of America’s largest corporations and is recognized as the sixth largest local exchange carrier in the country. In addition to local and long-distance telephone service, Frontier offers broadband Internet, digital television service, and computer technical support to residential and business customers in 27 states.


Ours is a nurturing culture that mentors its personnel in an effort to ensure they receive the necessary support for success. At Frontier you’ll find a corporate culture that respects your contributions and embraces what makes each of us unique.


Here, you’ll become an integral member of a fast-paced environment that’s a perfect fit for those who are customer-focused and welcome accountability.


Frontier believes that you deserve to be rewarded for your contributions to our shared success, which is reflected in a competitive array of benefits that can be customized to meet the unique needs of you and your family: medical, dental, vision and income protection insurances. Additionally, there’s generous time off, 401(k) savings with company match, tuition reimbursement and more.


Discover how our consistent growth can support your professional and financial ambitions.