Supervisor Provisioning

Services | Salt Lake City, UT, United States | AMERICAS

Supervisor, Provisioning

Location: Salt Lake City, UT

​The Supervisor of Provisioning supports the day-to-day activities of the provisioning team under the Voice as a Service (VAAS) organization.  Responsibilities include setting goals to drive key business outcomes, develop employees and prioritize tasks. Organize workflow and ensure clear service level agreements (SLA) are being met.  This position is a working Supervisor who will assist with all aspects of the team’s daily activities in order to meet committed service level agreements.

As a Supervisor Provisioning, a Typical Day Might Include the Following:
  • Daily oversight of the tasks and activities related to provisioning
  • Schedule assignments and the priority level of departmental tasks and projects. This may require adjustment of team member work hours in order to meet customer needs and company objectives.
  • Establish mastery-level knowledge of all systems and tools used to order services handled by the group.
  • Field and manage escalations or special-exception expedite. This may include customer-facing engagements.
  • Support and back-up on-call services for Provisioning.
  • Collaborate with departments served by Provisioning to establish and publish service level agreements.
  • Periodically evaluate team processes. Ensure documentation is updated and relevant teams are trained if efficiencies can be further implemented.
  • Work with Carrier Relations for resolution should carriers fail to meet committed order timeframes.
  • Audit work completed by team members for accuracy. Ensure that known/expected delays in meeting service readiness dates are communicated.
  • Regularly review results for committed SLAs and workloads with management.
  • Break down barriers within the Provisioning group, as well as across departments.
  • Lead regular staff meetings. Identify and conduct training in areas of deficiency or skill growth needed for the group.
  • Hold regular 1-on-1 meetings with each Provisioning team member. Provide positive feedback where appropriate and coach for areas requiring improvement. Work with management and Human Resources for any disciplinary issues within the team.
  • Engage with Provisioning team members to identify areas of interest and mentorship for career paths.
  • Complete performance reviews of team members as required by company schedules.
  • Participate in recruiting, interviewing and hiring processes.
  • Work with management and team members to establish goals according to the company's overall objectives. Report on goal results using systems defined by the company.
  • Manage special projects as may be assigned by management.
  • Evangelize your team's area of expertise across the company. Provide interdepartmental training on your team's area of focus, where appropriate.

To Land This Gig You'll Need:
  • Associates Degree or 4+ years experience in a related industry
  • 4+ years working in telecom services ordering and managing inbound number services. 
  • Demonstrated ability to take the lead and drive key projects to completion.
  • Demonstrated ability to mentor others in the learning process. 
  • Demonstrated ability to inspire and encourage groups to work as a team. 

Bonus Experience:

  • Previous supervisory experience in an office environment
  • Previous customer service experience. 
  • Demonstrated leadership skills and the ability to identify and implement process improvements
  • Demonstrated success influencing change and driving results
  • Experience developing plans for achieving tactical goals
  • Experience tracking work orders and case submissions through a CRM such as SFDC, etc

ABOUT NICE inContact: NICE inContact makes it easy and affordable for organizations around the globe to provide exceptional customer experiences while meeting key business metrics. NICE inContact provides the world’s #1 cloud customer experience platform, NICE inContact CXone™, combining best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE inContact is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions. 

Share with a friend Facebook Twitter LinkedIn Google+