General Summary: The Supervisor of GGE-Field Operations guides and supports the daily activities of the GGE-Field Operations team, serving as the Manager’s on-the-ground proxy. This role is responsible for coordinating VFT preparation and onboarding, scheduling, travel preparation, technical training, and leading escalations for both project and non-project work. The Supervisor drives process improvements, maintains procedural documentation and policy enforcement, and tracks business metrics and KPIs to ensure high-quality, timely field delivery. The following shifts available are listed below: 4pm-12am EST (Monday-Friday w/ weekend rotation) 9am-5:30pm EST (Monday-Friday w/ weekend rotation) Primary Duties and Responsibilities: - Guide and manage the daily work of the GGE-Field Operations team and act as the Manager’s proxy in internal and external meetings.
- VFT Preparation & Onboarding
- VFT onboarding and coordination of technical and job-specific training.
- Scheduling & Travel
- Schedule VFTs for project jobs and manage all travel preparation to ensure VFTs arrive on-site as required.
- Escalations & Issue Management
- Manage and respond to escalations related to the Field Operations team.
- Handle on-site job-execution escalations for both project and non-project jobs, including but not limited to Delayed check-ins, Missing or needed materials, Support resources not available, Shipping label required, Travel issues
- Be available for escalations both during and outside of normal business hours as needed.
- Paycor (payroll) & HR Escalations
- Process Improvement & Documentation
- Track, analyze, and understand all GGE-Field Operations business metrics and KPIs; report findings and recommend improvements.
- Maintain and enforce all GGE-Field Operations guidelines, rules, and policies.
- Serve as backup for other Supervisors as assigned.
- Attend and lead meetings as the Manager’s proxy; collaborate with peers, vendors, and stakeholders to coordinate work.
- Perform other duties as assigned.
Knowledge, Skills and Abilities: - Proven experience managing a Dispatch/Call Intake team or contact center operations and mobile field teams.
- Strong operational planning and scheduling skills; experience with workforce management, routing, and dispatch optimization.
- Excellent people leadership, including hiring, coaching, shift management, and conflict resolution.
- Proficient in MC Office applications with specific emphasis on Excel and Outlook.
- Ability to learn and understand custom software systems/portals and other online tools.
- Strong organizational and analytical skills with attention to detail.
- Strong communication, presentation, and interpersonal skills.
- Strong attention to detail and analytical ability to problem solve.
- Self-starter and can work well independently as well as with others on a team.
- Ability to manage and prioritize multiple tasks and projects with a sense of urgency.
- Ability to remain calm in stressful situations.
- Ability to prioritize work effectively under shifting and competing requirements.
- Ability to identify and quickly adapt to new business constraints and risks.
- Availability for escalations both during and outside normal business hours as needed.
Qualifications, Education and Experience: - Associate degree in Management or equivalent management training.
- 2+ years’ experience scheduling on-site resources (preferred).
- 1+ year experience as a team lead or equivalent supervisory experience (preferred).
- Strong customer service and problem-solving skills.
- Strong attention to detail with a focus on work quality.
- Demonstrated sound judgment, professionalism, and ability to handle confidential information.
- Self-motivated, focused, and able to work independently.
- Excellent written and verbal communication skills.
- Highly proficient in Microsoft Office (Outlook, Excel, Word, PowerPoint).
- Familiarity with all technologies used by Velocity and its customers.
- Candidates must be legally authorized to work in the United States without current or future employer sponsorship. Velocity does not sponsor employment-based visas or provide sponsorship for this position.
Physical Requirements: - May require oversight of 24/7 or extended-hour shifts depending on business needs.
- Frequently lift and carry tools, equipment, and materials weighing up to 60lbs.
- Navigate uneven terrain safely and efficiently.
- Push, pull, and reach for objects with varying degrees of force, including overhead tasks.
- Stand or walk for extended periods of time.
- Perform repetitive tasks as required by the role.
- Climb ladders, work at elevated heights, and maintain balance.
- Work in confined spaces when necessary.
- Assume various physical positions including standing, bending, crouching, crawling, or kneeling.
- Maintain hand-eye coordination to effectively use small tools and components.
Environmental Conditions:
Willing and able to work in a variety of weather conditions, including extreme heat, cold, rain, or snow. Why you’ll love working at Velocity We are an energetic bunch — eager to succeed and have lots of company pride. We promote a collaborative work environment that prioritizes strengthening relationships with our customers and team members to achieve our goals. As a growing technology solutions and services company, every team member at Velocity has the opportunity to make an impact as we challenge ourselves to provide the best technology and customer experiences in the business. We’re excited about what we do, why we do it, and who we do it for. Diversity and Inclusion Velocity is committed to diversity and inclusion and is dedicated to fostering a work environment where all team members are comfortable bringing their authentic selves to work and have equal opportunities to thrive. Our team members work collaboratively and draw inspiration from various perspectives and experiences that make each of us unique. This strengthens our connections with our team members, customers, and communities. Our Values – Collaborative and Strong at the Core - Customer-obsessed
- One team
- Do the right thing
- Let’s go!
Our Benefits - Medical, Dental, Vision
- PTO & Paid Holidays
- 401K – with Employer Match
- Company provided Life Insurance, Short/Long-Term Disability
- Supplemental Benefits Available
About Velocity MSC Velocity started in 2005. Velocity's customer-obsessed approach, combined with its customized voice and data network solutions, and support services, enhances how multi-location enterprises communicate and do business. That’s why Velocity serves thousands of Fortune 500 companies across various industries. With over 500 employees, 13 redundant data centers, 450 carrier agreements, and 5,500 certified technicians throughout the U.S.— Velocity is an unstoppable force. To learn more, please visit https://velocitymsc.com/careers/. Velocity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Velocity is an active participant with E-Verify.
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