2405.0039 Provisioning & Porting Services Manager/ Sr. Manager - 8x8, Inc (San Jose, CA)
Posted: Saturday, May 11, 2013 10:12 PM
NOTE: LOCAL CANDIDATES WILL BE GIVEN PRIORITY FOR CONSIDERATION. LOCAL IS CONSIDERED WITHIN 60 MILES OF SAN JOSE, CA. Job Summary The Provisioning & Porting Services Manager /Sr. Manager is responsible for the successful acquisition and porting of numbers onto the 8x8 platform, and for the provisioning of all Virtual Contact Center services. In this role, you will manage the number porting team, ensuring the successful provisioning of new and ported numbers into the 8x8 hosted VoIP system. You will also oversee the Virtual Contact Center Provisioning team, coordinating the provisioning and initial configuration of new IPBX tenants, and associated services. Responsibilities Develop processes with internal and external organization for increased productivity and SOX compliance Monitor the performance of the 8x8 carrier services, overseeing the delivery of numbers, IPBX tenants, and soft phones to customers in accordance with SLA's. Develop processes used between the provisioning services and number porting teams to improve workflow accuracy and efficiency Track performance of all team members to insure they are meeting their individual and team objectives, and ensure that each group as a whole is meeting its service goals. Coordinate activities across discrete business and functional areas and communicate effectively across the organization. Identify and implement continuous improvements that support customer satisfaction and efficiency gains in provisioning number porting Operations Develop and manage business relationships with carriers Appropriately use systems and monitoring processes to quickly expose service interruptions, engaging 8x8 teams and carriers as necessary, until issues are completely resolved Directly supervise provisioning and porting teams, ensuring resource skill sets are in alignment with required technology Possess competent, fair, and helpful core qualities to run an effective, consistent and stable provisioning Operation Focus on tools and techniques to assist teams in achieving higher performance and customer satisfaction, keeping customer calls focused, productive, and professional Plan, monitor, and control assigned projects throughout their lifecycle Report provisioning and porting status and performance data as required to management and stakeholders Manage overall project performance (scope, quality, schedule, cost, and customer satisfaction) Provide weekly reports that measure service SLAs, identifying and driving performance improvements as necessary Oversee the management of open trouble tickets related to provisioning services with 8x8 partners and carriers Qualifications Minimum 5 years management experience Minimum 8 years experience in telecommunications provisioning and/or service deployment Strong knowledge of VoIP communications, including Unified Communications, and global and local number portability Excellent organization and analytical skills Ability to handle and prioritize multiple tasks while maintaining attention to detail Excellent written and verbal communication skills Demonstrated ability to work on complex and diverse projects simultaneously and meet deadlines Possess a wide range of service delivery experience and be able to resolve complex issues with customers and internal teams One or more of the following certifications is a plus: TCO, PMP, CCNA, CCNP, PMP For consideration, please email or fax your resume to 408-654-3318 or send your resume to firstname.lastname@example.org. Notice to Search Firms and Staffing Agencies 8x8, Inc. maintains an approved supplier list based on current skill set and technology requirements. Therefore, our supplier base is limited to our specific hiring needs in a given business cycle. 8x8, Inc. does not accept resumes from unapproved suppliers. Any resumes received from unapproved suppliers will be considered unsolicited and 8x8, Inc. will not be obligated to pay a referral fee.
• Location: San Jose / South Bay
• Post ID: 12462993 sanjose