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Manager, Voice Service Delivery MegaPath Networks
Position Summary:Manager, Voice Activations will be responsible for managing and guiding established processes and procedures for the activation of customers who have purchased MegaPath?s Hosted and Integrated Voice products, including underlying technologies such as DSL, T1, Bonded T1, Business Ethernet, and Managed Services. This position will be responsible for streamlining these processes and developing new ones, with the primary goal of driving constant improvement across various metrics, such as customer satisfaction, time to install, agent productivity, and process efficiency. The successful Senior Manager, Voice Activations will also drive strategic initiatives such as competitive benchmarking and workflow automation projects.
Responsibilities:
Assure effective installation for all MegaPath voice products, including underlying technologies necessary to deliver those products
Manage Voice Activations teams, including hiring, retention, performance management and employee development; develop team members to assure overall effectiveness and increased productivity
Support the design and deployment of installation processes and process changes for customers ordering multiple products
Drive process automation projects and strategy to significantly improve scaling of installation teams
Conduct regular operational reviews to drive cross functional awareness and improvement of all activations issues
Recommend key metrics associated with customer installations and assure necessary reporting and visibility around metrics
Develop and provide reporting to improve visibility and forecasting of installation rates, timelines and expected revenue
Manage to and drive improvement against all established KPIs
Ensure that customers move through hand-off points smoothly and according to process.
Implement and ensure that quality assurance (QA) assessments are completed for the activations team, including reporting and metrics development and distribution
Management and execution against project plans and delivery commitments
Create and maintain employee training and first 90 day fast-start contribution plans to drive effective and rapid new hire contributions
Create and maintain tools for activation tracking
Create effective escalations handling processes and teams for both internal and external escalations, for out of process issues, expedited installation requests and irate customers
Initiate and maintain solid working relationships with other departments, including Sales, Product/Marketing, Support, Finance, etc
This position requires the following skills and experience:
Proven ability to manage team of supervisors and individuals towards defined results
4-6 years experience in customer service or activations management
Experience working with and managing key vendor relationships
Analytical skills, ability to multi task and attention to detail
Proven ability to streamline processes via metrics management, root cause analysis and automation
Technical understanding of VoIP, data and managed services technologies
Excellent written and verbal communication skills
Excellent interpersonal skills; ability to communicate and relate well with others from a variety of backgrounds and levels
Ability to develop and motivate a team
Ability to provide and support a vision and direction for the team
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.
Employee Benefits:
MegaPath strives to provide its employees with a productive and balanced work environment. With competitive pay, a complete benefits package and good work-life balance, MegaPath knows that company success depends on happy and energetic employees. Full time employees are eligible for benefits that include:
Medical, Dental and Vision Plans
401(k) with employer match
Flexible Benefits Accounts
Short and Long Term Disability
Life Insurance
Paid Time Off and Company Holidays
Employee Assistance Program
If you want to make a difference with your performance and seek a new challenge, we encourage you to apply with MegaPath.
| Location: | Seattle, WA United States |
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MegaPath Networks
Investors: Comcast VenturesAll Jobs: at MegaPath Networks
| Web Site: | www.megapath.com |
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| Headquarters: | 00000 United States |
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