Provisioning Supervisor, Telecommunications. Can be remote!

SUMMARY
The Provisioning Supervisor is responsible for the on-going performance of one or more of the Provisioning Teams including but not limited to VoIP, Broadband and POTS. The individual provides support to ensure all order requests are processed and completed within defined SLAs. This individual should be a subject matter expert in all activities for the provisioning teams to obtain optimum efficiency and performance. The individual will provide guidance on workload distribution, work processes/procedures and will ensure efficient workflow in the department in order to provide excellent service to our clients, both internal and external. This individual will also act as a mid-level escalation contact for internal departments.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Supervises one or more Provisioning teams and order processes associated with the fulfillment of service requests. Determines staffing requirements based on order volume and processing effort. Reassigns provisioning staff as needed to maintain order accuracy while meeting defined SLAs. Provides justification for additional staffing for executive approval, interviews, and fills positions as required. Tracks the amount of necessary overtime for the group to retain SLA commitments.
• The supervisor is responsible for defining and communicating performance expectations, which can be defined as the work responsibilities and tasks that an employee is expected to perform. The performance standards are best described as the expected result, product, or outcome of the work responsibilities and tasks that an employee performs. Performance standards may also be related to behavioral criteria pertinent to the assignment (e.g., working collaboratively, negotiating style).
• Works with Senior Leadership on the strategic direction of the provisioning bonded-interface, sets priorities of system enhancements and issues, responsible for provisioning tasks related to LSOG version upgrades with OSS vendor.
• Acts as an upper level escalation resource for the Provisioning teams, and all internal client-facing departments.
• Develops team members in competencies necessary to fulfill the duties and responsibilities of each provisioning role.
• Represents Provisioning in development efforts for new providers, and products and services. Attends meetings and trainings pertaining to all products and services offered by BullsEye Telecom.
• Assists in training of the provisioning teams in completing Voice, Broadband and VoIP orders; providing suggestions for implementing new customers, following up on outstanding requests, and effectively communicating with coworkers to ensure effective support of both internal and external customers.
• Assists team members in performing duties, provides new hire and on-going training to Provisioners, coaches Provisioners to top performance, utilizing techniques such as side by side interactions and delegation.
• Assists the Provisioning teams with the necessary level of escalation to ensure the proper processing of customer’s requests when additional expertise is needed.
• Assists in the development of documentation for processes and procedures completed within the department. Makes recommendations and actively participates in the implementation of approved changes to improve operational processes.
• Provides guidance to team members on how to process orders, prioritize work, and follow up with internal departments in order to keep orders flowing through the process.
• Examines work for exactness, neatness, and conformance to Management and Client expectations.
• Completes reporting internally of provisioning performance and quality metrics and distributes to appropriate parties, including executive management.
• Uses discretion to determine which procedures best address each situation, determines the appropriate action required and coordinates resolution with the appropriate parties.
• Initiates appropriate motivational programs to improve performance to reach set goals.
• Encourages, motivates and evaluates the performance of the Provisioners to ensure they consistently meet team goals.
• Oversees the progress of service orders, pre-orders, to corporate and department objective measurements. Identifies and prioritizes areas of required improvement.
• Regularly and proactively communicates with other departments including IT, Marketing, Customer Service, Collections, Sales Admin and Billing about progress and issues associated with outstanding projects. Makes recommendations for change to ensure provisioning efficiency and accuracy.
• Regularly interacts with senior management.
• Works with Management staff to diagnose reasons for poor performance vs. measurements, recommends and implements changes for both personnel, process and system enhancements.
• Coordinates / Participates in conference calls with partner account teams as needed to establish and maintain provisioning procedures. Discusses open issues, documents commitment, and tracks issue through to resolution. Escalates as necessary to resolve process deficiencies within the partner management chain.
• Leads and supports Provisioning Associates and Technicians in their effort to understand internal systems and the effect data integrity can have downstream on post-order completion. Leads special projects as needed.
• Interacts with our clients, partners, vendors & suppliers to gather the necessary technical and administrative information needed to provision all request types and maintain business relationship.
• Assumes all other duties and assignments as deemed appropriate to support internal departments.

SUPERVISORY RESPONSIBILTIES Carries out coaching responsibilities in accordance with the organization’s policies and applicable laws. Provides suggestions and recommendations to Senior Management, Provisioning as to the areas of opportunity, and/or advancement/promotion possibilities of the Provisioning staff members. Assists in training employees, planning, assigning, and directing work; addressing complaints, and resolving problems.

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE Four-year degree preferred; 5-7 years’ experience in telecommunications with at least 3 years supervisory experience; or equivalent combination of education and experience. Telecommunications experience required, specifically in the following areas: analog voice, broadband, VoIP, IP Networking. Must have technical aptitude with telephony knowledge, as well as data protocols. Working knowledge of a document management system (preferably Outlook) to manage a busy and ever-changing calendar is essential. High degree of time management and organizational skills needed to ensure timely and accurate completion of projects and flexibility to address customer issues. Must maintain a high degree of reliability, thoroughness and attention to detail. Proven ability to develop others is required. Advanced knowledge of BullsEye’s internal systems including Telcare and COM, as well as available vendor/LEC portals (GUI).

BullsEye Telecom, Inc. is proud to be an EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER. It is our policy to recruit, hire and promote in all positions without regard to race, color, religion, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, height, weight, status as a protected veteran, status as an individual with a disability or other applicable legally protected characteristics.
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Job Type: Full-time