Assistant Unit Manager - Wireless Fulfillment Operations

Cust SUPPORT ASST UNIT MGR

How Operations, Global Asset Management, and Wireless Fulfillment Contribute to Client

As part of Operations and the Global Asset Management function, the Assistant Unit Manager helps deliver exceptional customer experiences around mobile device and service orders. This includes:

• Working and delivering around contracted Service Level Agreements (SLAs)
• Supporting Client Service Delivery teams
• Maintaining relationships with customers, mobile carriers and other vendors, and other Client teams

How You Contribute to Client

As an Assistant Unit Manager for Fulfillment your primary duties and responsibilities include the following. Other duties may be assigned.

• Act as the first escalation point of contact for all members of the team
• Train all team members
• Make recommendations to supervisor for load balancing across all team members
• Monitor status of customer orders and queue times
• Meet minimum daily goals and objectives
• Meet set SLAs for order entry using “swivel chair” approach
• Provide detail to supervisors and managers on team performance; make recommendations for improvement if available
• Resolve order issues and carrier issues pertaining to client orders

Qualifications, Education, & Special Skills

Qualifications include:

• Must be able to work flexible hours and have availability to work Monday through Friday between 7:00am and 7:00pm and occasional weekends
• 4+ years of applicable work history
• Proficient at data entry, email, and Microsoft Office suite

Education:

• High school diploma

Special Skills:

• Telecom or wireless experience a plus
• Understanding of carrier contracts or telecom devices a plus
• Order placement experience highly desired
• Training experience a plus
• Multi-language a plus

What is Expected of You at This Level

• Specialist on complex technical or business matters
• Champion significant projects, programs, and business initiatives using demonstrated creativity, organization, and ingenuity
• Free to determine work priorities based on general direction from managers
• Develop and maintain lasting internal and external customer relationships

Working conditions

• Hybrid – WFH and WFO