Manager, Business Operations & Projects

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, including creating a work environment where all employees feel valued, respected, heard, and empowered.

Other duties as assigned

What You Bring to the Table:
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

We're Proud to Offer a Comprehensive Benefits Package Including:
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

Astound is proud to be an Equal Opportunity Employer, and we are dedicated to cultivating an inclusive workplace where employees feel valued, respected, and empowered.  Discrimination of any kind has no place here.  We are committed to providing equal opportunities for all employees and applicants, regardless of race, color, religion, sex, gender, pregnancy, childbirth and related conditions, national origin, age, physical and mental disability, marital status, sexual orientation, genetic information, military or veteran status, citizenship, or other status or characteristic protected by applicable law. We strive to create a culture that celebrates our differences and promotes fairness and inclusivity in all aspects of our business.

About Astound:
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.