Service Delivery Operations Support

Optus, Inc•Jonesboro, AR

1d•Onsite

About The Position

The primary responsibilities of the Service Delivery Operations Support is to oversee the day-to-day operations of the Service Delivery team to ensure all customer service level agreements and company expectations are met while also providing direct customer support when needed. This individual will support the Service Delivery team in achieving individual and departmental goals and monitor all Service Delivery team activity queues to ensure phone calls and emails are answered in an effective, efficient, and timely manner.

Requirements

Bachelor’s degree (BA/BS) from four-year college or university, three to five years related experience and/or training or equivalent combination of education and experience.
Telecom or Technology experience required.
Extensive experience in Microsoft Word and Excel spreadsheet development required.
Must possess strong oral and written communication skills.
Strong organizational and administrative skills and a positive, professional attitude.
Must be able to multi-task and handle stressful situations in a professional manner.
Must be able to show strong leadership abilities and a history of leadership in a team-oriented work environment and have a strong desire to be a part of a winning organization allowing for employee growth and development.

Nice To Haves

Call Center experience preferred.

Responsibilities

Utilize the defined reports and metrics to maximize productivity while achieving individual and department objectives.
Manage team escalations, ensuring delivery of complete and timely customer and internal communications.
Perform root cause analysis associated with negative customer experiences.
Collaborate with cross-functional teams to ensure seamless execution of operational tasks
Develop and maintain operational reports
Identify and resolve operational problems to prevent delays
Ensure a customer-first mindset throughout all interactions and processes
Review processes, procedures, and work instructions to support implementation of improvement strategies.
Manage team's daily schedule to maximize team breaks and coverage when a team member is out.
Manage team caseload reviewing dashboards and escalations.
Work with training team to determine gaps and propose training/resource solutions.
When necessary, take calls as a member of the Service Delivery team call queue, assist customers with Tier 1 technical support, and dispatch subcontractors and Optus technicians.
Efficiently prioritize and execute tasks in a high-pressure environment.
Model appropriate behavior in regard to Optus’ Core Values and Code of Ethics Policies and support Optus’ team approach to quality.
Coach team on job duties and arrange for training to be provided to meet the continued demands of the organization.
Engage with customers via follow-up calls, service reviews or onsite visits to ensure customer satisfaction.
Provide guidance to team members on handling difficult or complex problems.
Drive improvement through suggestion processes, process improvement teams, and root cause analysis.
Other duties or tasks assigned by management.