Portal Control Supervisor – SVT

Zayo Group

1d

About The Position

Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 141,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo’s communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises. Zayo is seeking a Portal Control Supervisor to be responsible for the day-to-day execution and oversight of digital quoting activities within Tranzact, ensuring timely and accurate quote delivery in support of Sales and customer outcomes. This role leads a team of Portal Control Specialists while also operating as a player-coach, directly contributing to workload during periods of high volume or capacity constraints. Our Portal Control Supervisor owns queue health, SLA adherence, and quality standards across all in-scope work. This role provides real-time direction, removes blockers, and steps into execution as needed to maintain throughput. The Supervisor partners closely with Sales, Solution Engineering, Order Validation, Product, and vendor teams to resolve quoting issues, manage escalations, and support continuous improvement efforts.

Requirements

• Bachelor’s degree or equivalent experience required.
• Minimum of four (4) years of experience in telecom, sales support, quoting, or order management environments.
• Experience operating in SLA-driven, high-volume environments

Nice To Haves

• Prior experience leading or mentoring team members preferred.
• Working knowledge of Tranzact or comparable quoting platforms strongly preferred.

Responsibilities

• Queue & SLA Management Own daily queue health across Case and Quote pipelines, ensuring alignment to SLA targets. Monitor workload distribution and dynamically rebalance assignments to maintain throughput. Identify risks to SLA performance and take immediate corrective action, including direct execution support
• Quote Execution & Player-Coach Support Actively contribute to quote creation and validation through Tranzact (single and bulk.) Troubleshoot quoting errors using established workflows and known system behaviors. Support team capacity by absorbing workload as needed to ensure SLA and quality adherence. Lead by example in execution standards, accuracy, and turnaround time.
• Team Leadership & Performance Management Provide daily direction and prioritization for Portal Control Specialists and vendor resources. Reinforce adherence to defined processes, SLAs, and quality expectations. Conduct regular coaching, performance feedback, and onboarding support. Drive accountability to team-level KPIs including volume, quality, and cycle time.
• Cross-Functional Partnership Act as primary point of contact for quoting-related inquiries, escalations, and workflow alignment. Coordinate with Sales, SE, and OV teams to ensure clear intake, prioritization, and execution of requests. Ensure escalations follow defined pathways and are resolved within expected timelines.
• Process Adherence & Continuous Improvement Ensure consistent application of standardized workflows and intake requirements. Identify recurring issues or inefficiencies and escalate opportunities for automation or process enhancement. Provide feedback on system performance, defects, and reporting gaps.
• Reporting & Operational Visibility Track and communicate team performance against SLAs and operational KPIs. Provide visibility into queue health, risks, and trends to leadership. Support development and refinement of reporting to improve decision-making and throughput

Benefits

• Excellent Health, Dental & Vision Insurance
• Retirement 401(k) Savings Plan
• Generous paid time off policy including paid parental leave
• Zayo provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, provincial or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees