Business Support Center Manager - Hargray Communications in Hilton Head Island, South Carolina, US at Hargray

Date Posted: 6/5/2018

Job Snapshot

Job Description

General Description of Position:

Responsible for managing cross-functional teams that support and manage the execution of service orders, service requests, contracts, porting, collections, project and capital expenditure management with the goal of envisioning and delivering customer delight to our business customers and sales reps.  Requires a strong understanding of order management business processes with special emphasis on continuous process improvement in the areas of efficiency, productivity, revenue integrity and enhanced customer experience. 

Duties and Responsibilities:

  • Identifies process improvement initiatives to support Commercial Business goals and revenue objectives, makes recommendations, and executes change to improve order management systems & processes to meet quality standards in product delivery and customer service.  
  • Partners with sales leadership, network and field operations, and other key stakeholders to maximize revenue, drive outstanding customer experience and achieve product delivery efficiency.
  • Develops and executes strategies that contribute to standardizing best practices and optimize work-flow to enhance technical and operational performance.
  • Own and lead the cross-functional team to improve and maintain the quality of LNP process.
  • Planning, evaluating, implementing and continuously improving all aspects of credit & collection functions and processes
  • Serve as Subject Matter Expert (SME) on LNP process, rules and regulations and to resolve provisioning and porting issues.
  • Manage billing and collections team and provide analysis and KPI reporting for billing and collections functional area. 
  • Ensures Order Management and Sales Support organization is in alignment with company and region-specific policies and procedures, including compliance with all federal, state and local commission and agency rules and regulations.
  • Collaborates with product managers to ensure the Order Management team has a thorough understanding of new products and provides product feedback.
  • Acts as key point of contact for Commercial Business Sales personnel and Senior Leadership for sales order management business processes, reports organizational performance status including product rollout, order processing and project management activity, process efficiency and customer satisfaction.
  • Drive organizational goals and department objectives by hiring and retaining outstanding talent. 
  • Develops self and others, models accountability, motivates and coaches teams toward operational excellence, sets overall performance goals and performance expectations, provides training and development opportunities, demonstrates effective employee communication and conducts effective performance management plans.  
  • Conduct formal performance reviews, including annual goal- setting/performance development plan, mid-year performance review, and final year-end performance review. Assist agents with career development.
  • Provide guidance and feedback to Coordinators regarding project schedules to identify when each task will be performed and to identify risks to schedule, scope or budget.
  • Report, analyze and resolve system, customer and operational issues that impact service quality. Strive to provide all customers with an outstanding customer experience.
  • Stay informed of all new products and services and ensure that agents are properly trained to handle questions about any of them.
  • Support and promote all company and departmental sales, service and quality initiatives to increase revenue and deliver customer delight.

 

 

Job Requirements

Minimum Qualifications:

 

  • Minimum 5 years’ experience in the Telecommunications industry installing and/or supporting voice, data and video services.
  • Must build and maintain effective working relationships to ensure business objectives and priorities are successfully supported, communicated and executed within the Commercial Business organization.
  • Must be familiar with basic Telco terms and infrastructure
  • Must understand broadband service offerings (CATV facilities, Digital Subscriber line, and Fiber to the Home) and effectively communicate that technology to customers.
  • Must be a self-starter able to work without close supervision and to think independently.
  • Proficient in personal computer use with good keyboard skills.
  • Excellent interpersonal communications skills including a proven ability to listen and understand customers, as well as ability to work in a team environment.  
  • Must be willing to work a flexible schedule including days, nights, weekends and holidays.

 

EOE/ Vet/Disability