Astound is a leading provider of internet, WiFi, mobile, and TV services, dedicated to connecting communities and empowering lives through innovative technology. We also keep businesses connected with dependable fiber infrastructure and internet solutions backed by award-winning service, helping organizations thrive in an increasingly connected world. At the forefront of digital transformation, we continuously evolve our offerings to meet the dynamic needs of our customers—delivering reliable connectivity and groundbreaking digital experiences. Our commitment to excellence extends beyond infrastructure. We invest in our people through personalized training, coaching, and a supportive work environment that fosters growth and opportunity. Employees are empowered to represent a superior telecommunications company while making a meaningful impact in the communities we serve. We offer a robust benefits package that includes rewards, recognition programs, and employee discounts—ensuring our team members are supported in both their professional and personal journeys. At Astound, we believe in creating astounding possibilities for everyone, everywhere.
Manager, Business Operations & Projects
Location
United States
Posted
13 days ago
Salary
$120K - $140K / year
Seniority
Lead
No structured requirement data.
Job Description
Manager, Business Operations & Projects
Astound Broadband
Role Description A Day in the Life of the Manager, Business Operations & Projects: - Ensuring staff members are achieving desired goals, supporting ICOMS order entry and billing support for all Business Solutions. - Preparing reports and analyzing Business Solutions data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction. - Develop Leadership through effective use of continuous feedback and open communication. - Identify and provide reporting on trends, opportunities, and solutions. - Lead team meetings, ask questions to better understand the calls representatives are receiving the proper training and have the tools needed. - Coaches and develops staff to ensure the highest degree of customer service to maximize quality service and customer retention. - Fosters, promotes, and contributes to a positive team environment. - Work collaboratively with other departments to ensure company goals are met. - Actively support, promote, and advance all aspects of Astound’s Inclusion and Belonging work, recognizing it as a business priority. - Other duties as assigned. Qualifications - Must have 3+ years’ experience managing in a call center environment. - Thorough knowledge of billing systems, collections, service orders, and sales processes (ICOMS preferred). - Telecommunications industry experience is a plus. - Must demonstrate exceptional communication, collaboration, adaptability, resilience, and emotional intelligence. - Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal problem resolution & change management. - Strong negotiation, interpersonal, written, and oral communications skills – including report writing. - Familiarity with call center technology including workforce management software, phone system platforms, quality software, etc. - Computer Skills: Billing Systems, CRM, Microsoft platforms, Word, and advanced Excel skills. - Occasional travel may be required. - Available nights, weekends, holidays as required. Benefits - 401k retirement plan, with employer match. - Insurance options including: medical, dental, vision, life, and STD insurance. - Paid Time Off/Vacation: Starting at 80 hours per year, and increases based on tenure with the organization. - Floating Holiday: 40 hours per year. - Paid Holidays: 7 days per year. - Paid Sick Leave: Astound allows a number of paid sick hours per calendar year and varies based on state and/or local laws. - Tuition reimbursement program. - Employee discount program. - *Benefits listed above are for regular full-time position. Base Salary The base salary range for this position is $120,000 - $140,000 annually, plus opportunities for bonus and benefits, if applicable. The base pay range represents the low and high end of the hiring range for this job. Actual pay will vary and may be above or below the range based on various factors including but not limited to relevant skills, experience, and capabilities. Our Mission Statement - Take care of our customers. - Take care of each other. - Do what we say we are going to do. - Have fun. Company Description Astound is a leading provider of internet, WiFi, mobile, and TV services, dedicated to connecting communities and empowering lives through innovative technology. We also keep businesses connected with dependable fiber infrastructure and internet solutions backed by award-winning service, helping organizations thrive in an increasingly connected world. - At the forefront of digital transformation, we continuously evolve our offerings to meet the dynamic needs of our customers—delivering reliable connectivity and groundbreaking digital experiences. - Our commitment to excellence extends beyond infrastructure. - We invest in our people through personalized training, coaching, and a supportive work environment that fosters growth and opportunity. - Employees are empowered to represent a superior telecommunications company while making a meaningful impact in the communities we serve. - We offer a robust benefits package that includes rewards, recognition programs, and employee discounts—ensuring our team members are supported in both their professional and personal journeys. - At Astound, we believe in creating astounding possibilities for everyone, everywhere.
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