Supervisor - Service Operations

About the role

The Supervisor – Service Operations at Lumos is responsible for leading teams in achieving service and quality objectives, maintaining alignment with budgets and Service Level Agreements (SLAs), and presenting reports on service metrics. This role embodies Lumos's servant leadership model and supports the broader leadership team in growing the company.

Responsibilities

• Supervises teams in the achievement of service and quality objectives, maintaining alignment with budgets and SLAs, and creating and presenting reports about service metrics.
• Demonstrates leadership and vision managing people, major projects, and initiatives.
• Provides direction to managers and supervisors in areas of quality assurance, safety, productivity monitoring, training, and budget & SLA adherence.
• Performs proactive and reactive field visits: assessing customer service with site visits to customers to obtain their feedback on their experience with tech installation or repair, performing compliance reviews of vendor-provided services, and coordinating appropriate installation and repair activities.
• Manages administrative duties including management of employee timesheets and contractor invoicing, differentiating between capital and operational expenses, installation and repair calendar scheduling, approving invoices, and supporting invoice audits.
• Ensures teams follow service and safety standards as required by State Corporation Commission, industry & manufacturer guidelines, OSHA, National Electric Safety Code, Departments of Transportation, and local building codes covering our multi-state network.
• Supports the Manager in budget adherence as well as multiple service quality standards including Troubles/100 Lines, Repeat Troubles, Drop Wire Troubles, Inside Wire Troubles and certain levels of complaints.
• Works with day-to-day fiduciary functions to ensure effective expense measures are in place.
• Ensures operational efficiencies along with accountability and adherence to departmental policies and procedures for his/her team.
• Establishes performance measures, goals, objectives, and priorities for team.
• Evaluates employee work performance; identifies appropriate training and counseling opportunities when needed in partnership with leadership and HR team.
• Evaluates and recommends changes and improvements to management regarding departmental policies, procedures, and issues to improve productivity and efficiencies.
• Performs other duties as assigned including departmental and cross-functional projects.

Requirements

• 6+ years’ Service Operations experience in telecommunications required.
• A high school diploma or equivalent required; a bachelor’s degree preferred.
• Able to travel to various worksites or service locations as the job requires.
• Proactive, independent, and able to take initiative to keep on task and on target.

Knowledge, Skills, And Abilities Required

• Exceptional customer service and interpersonal presence.
• Solid people leader; open to giving and taking direction, as well as collaborative work styles and a commitment to get the job done.
• Able to successfully build and maintain relationships within and across teams, demonstrating servant leadership behaviors and project management skills.
• Excellent written and verbal communication skills.
• Possesses strong time management and organizational skills.
• Maintains flexibility and grace under pressure in a fast-paced, ever-changing environment – managing multiple projects and priorities simultaneously, approaching others in a tactful manner, accepting responsibility for own actions, and following through on commitments.
• Demonstrates self-motivation and team player attributes with a positive, collaborative management approach and attitude.

Other Experience & Requirements

None specified beyond the general requirements listed above.

Benefits & Perks

• Comprehensive health, dental, and vision coverage.
• Competitive compensation packages, including bonus options for eligible positions.
• Paid Time Off & Paid Holidays.
• Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs).
• 100% employer-paid life and disability insurance.
• Employee Assistance Program (EAP) with access to professional support for life’s challenges.
• 401K plan with up to 5% employer contribution and a self-directed brokerage option.
• Wellness program offering education and cash incentives for gym attendance and nutrition programs.
• Discounts on Lumos Fiber Internet for employees who live in our service areas.