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Midcontinent Communications Telecom Fulfillment Manager in Minneapolis, Minnesota

Description This position can be located anywhere in the Midco footprint or remotely. JOB PURPOSE: Manage and optimize the performance of the business Client Fulfillment team to align with customer experience initiatives. Accountable for the timely and accurate end-to-end business client contract fulfillment including, but not limited to order entry, client fulfillment project management and billing commencement and verification. KEY FUNCTIONS: Develop and manage an effective, efficient and solutions-oriented Client Fulfillment team that owns the customer experience from the point a business contract is signed to the client being placed into billing. Identify, report on, and ensure team member accountability to key performance indicators (KPIs). Continuously review and enhance reporting to allow for effective performance management, resource forecasting and data-driven decision making. Ensure standard work is developed, documented, adhered to, reviewed and revised as appropriate. Communicate and engage with other key departments to ensure obstacles are removed so the team can successfully support clients. Effectively serve on strategic projects as the primary point of contact for Client Fulfillment by working collaboratively across a cross-functional project team, identifying the needs of the team, advocating for the team and customer, keeping key stakeholders informed and achieving team buy-in and excitement. Empower team members to collaborate across boundaries, use critical thinking and problem-solving skills to resolve issues and answer questions; practice mindful escalation by accurately assessing the level of urgency and overall impact to the customer experience or business. Partner with IT on the continuous development of enabling technologies/systems to improve efficiency, increase throughput, improve accuracy and offer an improved customer experience. Partner with training to ensure training materials are clear, effective, current, and available. As needed, facilitate training through a variety of mediums (print, online, in-person and video conference). Remain current on industry and technology changes/trends and share information with team. Coach team members consistently by regularly monitoring performance and training best practices to promote career development and customer satisfaction. Provide timely feedback in one-on-one meetings and annual reviews based on communicated expectations and KPIs. Correct performance issues and address disciplinary actions in a timely fashion. Set goals designed to motivate team members to reach department expectations that align with the company's strategic plan. Adhere to Midco privacy guidelines to ensure each customer's privacy. Maintain regular attendance to be available to provide direction and communication to team members. ADDITIONAL FUNCTIONS AND RESPONSIBILITIES: Embrace and lead change by raising the tough issues, seek out opportunities to be involved in key decisions, advocate for your team and address concerns in a timely manner. Share strengths, opportunities, mistakes and learnings to grow and teach others; solicit ideas; and recognize and appreciate others' strengths and successes. Prepare team for change by remaining confident and maintaining an optimistic and resourceful approach. Demonstrate insight into own strengths and opportunities while soliciting feedback and acting on feedback from the team. Assess talent gaps and communicate resource needs for the team while remaining alert for viable candidates in the community and organization. Create balanced, diverse teams that deliver results, assess talent and provide constructive and motivating feedback to foster engagement. Understand how team's priorities and actions fit into the broader organizational goals and communicate clearly to team members while checking for understanding and buy-in. Foster a respectful, open and inclusive culture that values

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