Position: Launch Scheduling Lead
Division: Fision Home / Hotwire Communications
Department: Launch Operations
Location: Fort Lauderdale, FL
Open Date: Fri Apr 14th, 2017

Purpose Statement:

Responsible for leading a team at our office location and performing all the back office functions to implement our services in a systematic manner using knowledge, skill and industry best practices. The Lead works between the team and internal departments within the company. They support the onsite team and lead the back office team to support Launch operations, and maintain them throughout the launch process.  This includes shift patterns to support extended office hours, training of new personnel, and adherence of scheduling appointments, shelling accounts, home surveys, and also follow up surveys.  Additionally the Lead directs the team to provide VPN & VNN telephone support with the additional responsibility of supporting work orders, trouble tickets and billing activation.

Essential Duties/Responsibilities:

  • On Site Team:  The Lead is responsible for managing the team on site by performing the following  functions:  home surveys, shelling accounts, post install surveys, scheduling for appointments, dispatching technician, phone support to include billing, trouble shooting, inquiries and cancelations. 
  •  Escalation: ensure resolution of escalations taken for: Critical customer issues and business critical events
  •  Sales Support: Focuses on meeting company objectives of sold products and services
  • Staffing:  Scheduling/Tracking personnel time off – sick, holiday, vacation, etc. Hiring new staff.  Handles disciplinary action for staff as required.
  • Supervisor Support: 
    • Creating call center report cards to hold reps accountable for appropriate call center stats.
    • Train reps on handling proper phone etiquette
    • Manage inbound and outbound calls to ensure we get all the scheduling completed while keeping enough reps in the queue to handle inbound calls.
  • Manage Call Center stats for reps in Noble
  • Weekly Meeting with Team:  15-20 minute back office team staff meeting prior to start of day to brief on all critical events – past, current, and future.
  • Perform all other duties as assigned

 

Qualifications:

 

REQUIRED QUALIFICATIONS:

  • BA/BS in General Business, or equivalent experience or professional certification:  Requires at least 2 + years of operational experience in project management in deploying telecommunications systems (Voice, Video, Data and Alarm).  Requires an excellent knowledge of all resources required to support our customers’ including internal team members, third party vendors, contractors and support teams.
  • Strong English verbal and written skills

DESIRED QUALIFICATIONS:

  • Have excellent communication and management skills.
  • Travel may be required from time to time. 
  • Have strong multi-tasking abilities
  • Strong grammar skills.
  • Fast Learner, very intuitive, visualize the trouble and understand their limitations

Physical Demands:

 While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to sit and use their hands and fingers, to handle or feel. The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Work Environment:

 

This job operates primarily in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

 

While performing the responsibilities of the job, these work environment characteristics are representative of the environment the job holder will encounter. Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job.

 

Equal Employment Opportunity

Hotwire Communications is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, gender identity, sexual orientation, or Veteran status.

Hotwire Communications does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Hotwire Communications and Hotwire Communications will not be obligated to pay a placement fee.

*Sponsorship is not available for this position

If interested in this or any of the open positions, please email your resume
and cover letter to careers@hotwiremail.com