Manager, Provisioning MegaPath Networks
THIS JOB HAS EXPIRED Company Description
MegaPath is the largest privately held, facilities-based Managed Services LEC in the US. We provide next-generation Hosted Voice, Cloud, Private Networking and Managed Security Service solutions to businesses nationwide. With growth in mind, we are hiring exceptional people.
The Provisioning Manager (PM) is responsible to manage a team of Provisioners whose primary duties include Order Management (Service Delivery). The Manager is also responsible for (1) vendor relationships, (2) escalations, and (3) defining business process improvements designed to improve the customer experience during the provisioning of customer?s orders. This includes the coordination of all aspects of a customer?s voice and data service and requires working with internal (Sales, Account Managers, NOC, etc.) and external (vendors/providers; fulfillment partners, etc.) parties to ensure both MegaPath?s and the customer?s expectations are met or exceeded based on MegaPath?s Service Level Agreements (SLA).
This position requires detailed understanding/knowledge of data and voice communications, networking, hosted services, equipment and vendor processes to convey expertise, instill confidence and deliver a positive customer experience. The PM provides subject matter expertise to a team of Provisioning Agents who manage data and voice service orders. Additionally, the PM identifies process improvement and process failures affecting the order management processes and makes recommendations based on data gathering and analysis.
Manage, motivate and retain a team of Provisioning agents
Monitors trends based on productivity and makes recommendations on how to improve the quality of orders as well as reducing order escalations
Recruit, hire, retain and develop methods to maintain an efficient team capable of ensuring order productivity, problem resolution and effective procedural and process
Develop processes required to support MegaPath?s service delivery vision and ensure they are in line with company?s goals and objectives
Ensure accuracy, consistency and proactive customer-focused order management practices. Track and measure quality and evaluate for process improvements
Maintain up-to-date knowledge on industry developments and involvement in network groups
Review customer service interactions; identify training needs corrective requirements and develop plan of action
Build and maintain a culture of internal and external customer centricity
Participate, handle and coordinate special projects
Delegate assignments as needed
Conducts regular training assessments and identify training opportunities for improvement of our order management end-to-end experience
Bachelor's degree (BA) in business or a related field from four-year college or university; or six or more years related experience and/or training; or equivalent combination of education and experience
Experience managing team members in a call center environment
Administration and Management ? Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique and coordination of people and resources
Customer Service ? Knowledge of principles and processes for providing customer service. This includes customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction
Education and Training ? Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups and the measurement of training outcomes or effectiveness
Strong communication, analytical, and interpersonal skills
Ability to adapt to new processes and environments quickly
Ability to prioritize multiple projects and meet established deadlines
Strong observation skills
Presentation skills, preparing content and experience presenting to a variety of audiences, including senior management
Constant computer typing and use of mouse
Near constant sitting at workstation
Near constant use of telephone with or without headset
General office environment; fast paced; can be noisy
MegaPath offers a full suite of benefits, including full medical, dental, and vision coverage; a 401(K) plan with a company matching contribution; and many other excellent perks. We're looking for talented and highly skilled individuals to join our dynamic and fast-paced culture and contribute to MegaPath?s continued success.
||Austin, TX |
THIS JOB HAS EXPIRED