Seasoned telecom provider looking for a motivated and experienced service delivery manager to lead our customer support department. The service delivery manager will be responsible for driving superior customer support to business clients through policies, procedures, and setting of goals. You will be up-to-date on industry products and trends, and train staff accordingly.
The ideal candidate will have proven experience working in a customer support position, show excellent leadership and interpersonal skills, have great communication skills, and be a role model and mentor to staff.
Responsibilities:
· Managing the customer support department’s day-to-day functions.
· Responding to escalated customer support issues.
· Implementing customer support processes to enhance customer satisfaction.
· Formulating and revising customer support policies and promote their implementation.
· Informing the team of all new information related to products, procedures, and trends.
· Assessing support statistics and preparing detailed reports on the findings.
· Interviewing and hiring new employees.
· Overseeing and evaluating the team's ongoing training efforts.
· Delivering performance evaluations and following the disciplinary process according to company policy.
Requirements:
· High school diploma or equivalent.
· Proven experience as a customer support specialist, preferably within a similar environment.
· With 2 years (min) telecom provisioning/service delivery experience, ideally in a senior role.
· Who is experienced in placing a variety of order types and turning up customers in a "hands-on" manner with ILEC/CLECs
· Can describe, and is familiar with the telecom provisioning/ordering/turn-up process and terminology
· Has demonstrable experience in setting relevant Key Performance Indicators (KPIs), and managing a team against them
· Prior experience in a managerial or supervisory role will be advantageous.
· Top-notch oral, written, and interpersonal abilities.
· Affinity for multitasking with precision.
Job Type: Contract
Pay: $49,804.84 - $59,980.02 per year
Schedule:
- 8 hour shift
- Monday to Friday
Work Location: Remote
