Responsible for overseeing the Hosted PBX department and ensuring ALLO delivers the highest level of customer service possible. Supervises, trains, coaches, and mentors Hosted PBX Team Members. Maintains customer satisfaction by providing problem-solving resources. Ensures operational plans are aligned with business objectives. Contributes to functional strategy development. Collaborates on the development and implementation of customer and contract performance metrics and tools.
1.Builds and maintains a high performance team; hires and retains the right talent in the right roles; sets goals, delegates work, holds reports accountable; develops and empowers direct reports to make decisions and take action. Monitors individual employee performance on an ongoing basis. Responsible for conducting formal reviews with employees under this position’s supervision, as required in the Company’s policy on performance evaluation.
2.Demonstrates Company’s values, maintains a positive open demeanor, encourages different points of view, moves team forward through change; provides timely information; communicates context for business decisions; recognizes accomplishments; fosters teamwork and collaboration.
3.Ensures that adequate staffing is in place to handle the work function assigned to the position’s area of responsibility.
4.Isolate and identify areas of improvement. Assist upper management in planning and implementing new procedures promptly, allowing Hosted PBX employees the ability to carry out their responsibilities.
5.Provide and enhance job aids for Hosted PBX Team Members.
6.Serves as customer interfacing escalation point. Investigate customer's problems and find solutions. Communicate with customers via phone, email, or letter.
7.Works with Installation Technician Managers, Sales Engineers, and Business Customer Service Manager to ensure proper scheduling and communication for installations.
8.Keep Hosted PBX Team Members abreast of new company products and services.
9.Analyze data and statistics.
10.Leads and participates in internal meetings, such as operation reviews. Creates executive management reports and recommends to Business Customer Service Manager problem identification and resolution for repair performance.
11.Other duties as assigned.
Bachelor's Degree or 5+ years of relevant job experience. Relevant job experience is described as: job experience in similar industry or job experience with similar essential duties.
1.Minimum of 5 years’ experience in supervisory management role in the telecom industry.
2.Experience managing operational processes.
3.Experience with developing teams of 10+ people.
COMPETENCIES – SKILLS/KNOWLEDGE/ABILITIES:
1.Excellent Customer Service Skills.
2.Strong analytical skills and ability to convey that information succinctly and clearly.
3.Strong interpersonal, teamwork, conflict resolution and negotiation skills.
4.Strong time management, organizational, and prioritization capabilities.
5.Excellent oral and written communications skills internally and customer-facing.
6.Well-versed in communicating at both the technician as well as executive levels.
7.Ability to positively influence and collaborate with stakeholders in other organizations to accomplish objectives while maintaining relationships
8.Excellent leadership abilities and interpersonal skills with employees, customers and external parties and the ability to develop and drive a team-oriented operational culture.
9.Ability to challenge the status quo with a focus on continuous improvement.
10.Experienced in Microsoft Office.
ALLO, a Nelnet Company is an Equal Opportunity Employer, complies with Executive Order 11246, and takes affirmative action to ensure that qualified applicants are employed, and that employees are treated during employment, without regard to race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance. Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at ALLO, a Nelnet Company may request such accommodations by contacting Talent Acquisition & Recruiting.
ALLO, A Nelnet Company is a Drug Free and Tobacco Free Workplace.