Supervisor – Customer Service (Line Number Porting)

Job ID
2017-2252
US-CA-San Jose
Category
Services & Support

About the Job

JOB SUMMARY

 

Supervisor – Customer Service (Line Number Porting) 


The ideal candidate will ensure the highest level of customer satisfaction by successfully leading a team of Line Number Porting (LNP) customer support specialists. The candidate will balance a variety of responsibilities, communicate across different levels of management internally, proactively identify business trends and implement solutions to scale our business while meeting our growing customer demands. The candidate will find solutions when none are apparent and build a solid network of relationships to help facilitate the success of the team. The candidate will lead by example and make it happen for our customers and internal partners.

 

Note: This role requires the ability to handle escalations and management requests before and after standard business hours.
Responsibilities

 

 

RESPONSIBILITIES  

 

  • Provide exemplary leadership and dismiss notions of maintaining the status quo.   
  • Directly oversee daily operations, and support agents in their efforts to provide the best possible experience for customers. 
  • Identify and implement continuous improvements that support customer satisfaction and efficiency gains in provisioning number porting Operations. 
  • Completes operations by developing schedules; assigning and monitoring work; gathering resources; implementing productivity standards; resolving operations problems; maintaining reference websites & implementing new procedures. 
  • Frequently interacts at a world class level with supervisors, managers, directors, & customers. 
  • Assist agents directly with escalated issues, as well as providing general operations and process guidance. 
  • Run regular meetings and working sessions with the team to deliver training, goal setting, as well as facilitate solution and idea sharing across the team. 
  • Drive initiatives such as incentive programs and other reinforcements to improve and maintain great attitudes and positive team morale. 
  • Work closely with 8x8's underlying local exchange carriers (LEC) and international carriers to facilitate process and best practices that will serve our enterprise customer base. 
  • Maintains staff by recruiting, selecting, orienting, and training employees; developing personal growth opportunities and supervising and maintaining attendance standards. 
  • Enhance internal process websites and publish material for internal/external KB. 
  • Approve employee time cards and manage overtime/productivity. 
  • Provide weekly reports that measure service SLAs, identifying and driving performance improvements as necessary. 
  • Report porting status and performance data as required to management and stakeholders. 
  • Write yearly reviews. 
  • Perform other related duties as assigned by manager and director.

 

QUALIFICATIONS  

 

  • BS/BA Degree in business/business management or equivalent years of work experience 
  • Excellent supervisory skills including: a strong sense of urgency, good attention to detail, creative problem solving, effective delegation and follow up, and the ability to get the team to execute priorities 
  • Analytical with ability to compile, synthesize, and present data to all levels of management
  • Excellent written and verbal communication skills
  • Passion for leadership, fire to succeed and build great teams 
  • Excellent attention to detail.  Proven team player with strong interpersonal skills
  • Experience creating, maintaining process repository 
  • Ability to work across teams and across all levels of the organization
  • Demonstrated ability to work on complex and diverse projects simultaneously and meet deadlines
  • Maintain flexible hours and work overtime as business needs require

About the Company

ABOUT 8x8

8x8, Inc. (NASDAQ: EGHT) ​is the trusted provider of secure and reliable enterprise cloud communications solutions to more than 45,000 businesses operating in over 100 countries across six continents. 8x8's out-of-the-box cloud solutions replace traditional on-premises PBX hardware and software-based systems with a flexible and scalable Software as a Service (SaaS) alternative, encompassing cloud business phone service, contact center solutions, and conferencing. 

​In today’s competitive market 8x8 continues to deliver service excellence, with a consistent, innovative, cohesive, progressive and dynamic culture.

For additional information, visit www.8x8.com, www.8x8.com/UK or connect with 8x8 on LinkedIn,

Twitter, Google+ and Facebook

Additional Information

8x8 is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

For 8x8 jobs located in the US: 8x8 participates in the E-Verify program.
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