Manager Customer Activation Tracking Code 20130544 Job Description Manages customer facing operational solutions and activities that support Service Delivery activities for tw telecom core products. Ensures revenue attainment and preservation through positive and consistent customer experience. Demonstrates mastery of the tw telecom Leadership Competencies to affect business improvements and influence policy, process and system improvement. •Manages and directs activities for one or more of the following disciplines ◦New product Service Delivery ◦Complex Services ◦Manage daily testing and turn-up operations for team of technicians performing service delivery functions ◦Perform daily analysis of team performance statistics ◦Manage the professional development of the assigned technicians ◦Establish position goals and objectives including customer service standards and quality service levels ◦Enforce adherence to tw telecom policies and processes ◦Provide technical guidance to the managed technical team GENERAL MANAGER EXPECTATIONS Employee Development •Develops, communicates and implements action plans, directing employees, monitoring progress, and taking corrective action/making adjustments as necessary Business Team Development •Identifies, communicates, and influences activities pertaining to processes and interfaces required to ensure defined objectives are achieved. Supports and advances new complex services Manages staff and their activities •Interviewing, hiring, termination •Establishing goals, objectives, and priorities consistent with company and department strategy •Monitoring, measuring, and evaluating performance and productivity •Allocating workload and setting deadlines •Assessing skills, developing, training, and mentoring •Ensuring employees have skills, knowledge, and tools to perform successfully Maintains quality service by •Enforcing quality and customer service standards •Analyzing and resolving quality and customer service problems •Identifying trends •Recommending process improvements Demonstrates a mastery of the tw telecom Leadership competencies Examples include •Consistently creates strategic customer relationships by gaining an in-depth understanding of client needs or issues and a clear understanding of their business •Proactively delegates responsibility to maximize organizational achievement and enhance the development of employees •Creatively tailors the difficulty or complexity of delegated assignments to the capabilities and motivations of employees •Supports an environment of innovation and creative thinking •Strategically identifies the talent and resources needed to drive the business now and in the future •Identifies and fosters long-term partnerships throughout the business through communication and building trust •Pursues goals that are mutually beneficial or would improve the working experience of cross-functional groups •Seeks to gain genuine agreement on a decision by emphasizing the benefits for stakeholder groups and any potential consequences Leadership Scope As a result of demonstrating they key leadership competencies, managers will develop and steer cross-departmental projects, step outside their normal role to influence and affect cross-functional changes, have high-performing teams or work with struggling teams to turn them around Required Skills KNOWLEDGE, SKILLS AND EXPERIENCE Five years of experience including: •Direct management of staff and their activities •Telecom provisioning and maintenance •Managed services Knowledge: •Telecom products, product development, engineering, operations, network planning/design •Forecasting/finance •Desktop packages for spreadsheets, flowcharts, reports, graphs, project management, statistics (preferably Microsoft Office) Skills/abilities: •Strong verbal and written communication •Problem analysis and resolution ability •Develop and maintain interpersonal relationships •Manage cross functional projects and teams in matrix environment •Identification and execution on solutions •Sound conflict resolution practices •Perform in rapidly changing, autonomous environment •Make sound business decisions https://twtelecom-ats.silkroad/epostings/index.cfm?fuseaction=app.dspjob&jobid=175744&company_id=16092&version=1&jobBoardId=1112
Posted on: Tue, 11 Jun 2013 14:45:08 +0000
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