Service Manager Jobs

About The Position

Requirements

• Bachelor’s degree (BA/BS) from a four-year college or university, three to five years of related experience and/or training, or an equivalent combination of education and experience.
• Telecom or technology experience is required.
• Strong leadership abilities and a history of leadership in a team-oriented work environment.
• Extensive experience with Microsoft Word and Excel spreadsheet development.
• Strong oral and written communication skills.
• Strong organizational and administrative skills and a positive, professional attitude.
• Ability to multitask and handle stressful situations professionally.

Nice To Haves

• Call center experience preferred.

Responsibilities

• Use defined reports and metrics to maximize productivity and achieve individual and departmental objectives.
• Manage team escalations and ensure complete, timely customer and internal communications.
• Perform root cause analysis and implement corrective action plans for negative customer experiences.
• Manage the team's daily schedule to ensure staffing levels are met while minimizing overtime.
• Create and manage individual development plans for team members.
• Review, amend, and finalize employee timecards biweekly.
• Assist with the creation and execution of strategic initiatives.
• Review processes, procedures, and work instructions and implement improvements to efficiency and quality.
• Prioritize and execute tasks effectively in a high-pressure environment.
• Model Optus’ Core Values and Code of Ethics Policies and support the team’s quality approach.
• Perform other duties or tasks assigned by management.
• Instruct direct reports on job duties and arrange training to meet organizational needs.
• Engage with customers through follow-up calls, service reviews, or onsite visits to support customer satisfaction.
• Manage personnel resources to maximize productivity and quality.
• Facilitate team meetings, align team goals and results with company direction, and help team members develop their potential.
• Hold regular group and one-on-one meetings to discuss issues, changes, improvements, and strategies affecting the group or company.
• Initiate and conduct personnel actions, including discipline, performance evaluations, and training.
• Guide direct reports in handling difficult or complex problems.
• Drive improvement through suggestion processes, process improvement teams, and root cause analysis.
• Create and execute workforce development plans to support employees' career paths.

Benefits

• 401(k)
• 401(k) matching
• AD&D insurance
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance