The Wireless Orders Manager is accountable for the business outcomes of the Wireless Orders team. The Wireless Orders Manager will provide visionary and strategic leadership to the team requiring quick and logical thinking while maintaining an excellent level of client experience and interdepartmental collaboration. The Wireless Orders Manager is a leader in the organization and will maintain standards and conduct that reflect One Source values.
Supervisory Responsibilities:
- This position is responsible for management of the Wireless Orders team
Duties/Responsibilities:
- Carry out the mission and goals of the team and company as related to the fulfillment of Wireless services
- Coordinate, monitor, and track all operational tasks related to order management; quality, interval, rework, related dispute and related trouble ticket, ensuring adherence to organizational metrics
- Function as 2nd level escalation point for Wireless Orders and assist Supervisors with 1st level escalations as client needs dictate
- Track and monitor monthly workload and order aging reports to identify trends and conduct process improvement initiatives
- Review and evaluate initiatives allowing the team to assess the viability of the processes used as a benchmark for future initiatives
- Establish and continuously evaluate departmental measurements such as capacity with the ability to forecast based on organizational goals
- Lead team members to meet the organization’s expectations for productivity, quality and continuous professional improvement
- Strategically plan and structure the department workflow and staffing
- Oversee the onboarding of new team members, provide career development and opportunities, and manage performance with regular feedback
- Utilize a performance management method that provides the overall context and “why” behind the initiative to encourage team member buy-in
- Collaborate with organizational stakeholders, engaging with appropriate contacts at every department and level within One Source in order to develop interdependency and growth
- Clearly document and maintain detailed and organized records about training, performance and any disciplinary action taken for each team member
- Data and system use must comply with One Source information security policies and standards
- Unauthorized access to data and/or systems is prohibited
Required Skills/Abilities:
- Ability to judge and address challenges that are highly varied, complex, non-recurring, and may require input from other stakeholders within the organization
- Ability to demonstrate broad and comprehensive knowledge of technical concepts, procedures, and policies related to the department’s role and utilize them in complex situations
- Ability to be flexible and productive in an environment with regular interruptions, being able to lead initiatives to meet or exceed organizational expectations
- Ability to work independently and in a team setting acting as a leader for departmental initiatives while creating an inclusive and collaborative environment
- Ability to present oneself and communicate both orally and writing in a professional, positive, and courteous manner always
- Ability to address sensitive situations, resolve conflict, negotiate, motivate, and persuade others
- Ability to work with a large amount of data for analysis and mining of trends
- Ability to develop working relationships. Be able to guide, assess, and evaluate team members.
- Ability to manage information and make decisions that are guided by policies and objectives set by the organization, even when quickly and make recommendations on issues affecting the department and organization
Education and Experience:
- The individual will have earned a bachelor's degree, ideally in a business or technology concentration
- Five or more years of business operations experience is required, with at-least 3 years in a leadership role
- Experience working with CRM software, database software and/or project management software is required
- Understanding of telecommunications processes and technology, specifically wireless services and products is preferred
Physical Requirements:
- The individual typically works in an office environment and uses a computer, telephone and other office equipment as needed to perform duties. The noise level in the work environment is typical of that in an office. Individual may encounter frequent interruptions throughout the workday.
- The employee is regularly required to sit, talk, and hear; frequently required to use repetitive hand motion, handle or feel, and to stand, walk, reach, bend or lift up to 20 pounds.
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable associates with disabilities to perform the essential functions.
