Provisioning Manager

Job Description

NMS Recruit are seeking an experienced energetic Provisioning Manager to join a thriving telecoms business. This is a senior role in a growing business with a key spotlight on the delivery to time, cost and quality. The Provisioning Manager will be a highenergy motivated leader and will be required to be present and visible to drive team culture and positivity to the business and through their team of Team Leaders and Provisioning Agents. This role is critical in leading, guiding, and enhancing the teamscapabilities to deliver the network deliveries throughout the end to end journey. Based in the North West the role will serve a large variety of Partners and end users across the UK. The Provisioning Manager will ensure that the team not only meets but exceedsperformance targets in customer service and customer satisfaction by cultivating a proactive, high energy, supportive, and innovative team environment.ResponsibilitiesTeam Leadership and Development:

• Provide leadership and direction to the team of Team Leaders and Provisioning Agents focusing on the delivery of Customer Connections with excellent customer updates through out the process.
• Develop managers and team members skills in customer service, problem resolution, and effective communication through regular training and coaching.
• Foster a collaborative team environment that encourages high performance and a positive workplace culture.

Performance Management:

• Monitor individual and team performance against service level agreements (SLAs) and key performance indicators (KPIs) including Delivery to Promise, Mean Time To Provide, Customer Satisfaction, Connections completed, email and call handling; implement strategiesto meet or exceed targets.
• Provide weekly and monthly updates against the KPIs working across other data and insights teams to ensure one truth on data and forecast of improvements.
• Conduct regular review meetings with Managers to discuss performance with their teams, set goals, and identify any support or resources needed to perform their roles effectively.
• Address any issues that affect team performance promptly and efficiently.

Escalation and Critical Issue Resolution:

• Act as the Senior point of contact for high-level escalations and complex customer issue resolutions - dealing at Senior Leadership levels in with Customers.
• Collaborate with other department leaders (such as Sales, Field Operations, and Network Teams) to enhance service delivery and resolve critical issues.

Customer First:

• Drive and engage the teams towards the KPI to create excellent customer service.
• Attend and be an active part of Customer Service review face to face meetings, calls and adhoc Service discussions.
• Create an engaging change story on the improvement journey that the team have been through, what is to come and how that will result in a great customer experience.

Quality Assurance and Process Improvement:

• Implement and monitor quality assurance measures to ensure that customer service exceeds expectations and adheres to industry standards.
• Continuously assess and improve operational processes and systems to enhance efficiency, reduce costs, and improve service delivery.

Stakeholder Management:

• Build strong relationships with internal and external stakeholders at all levels but upto SLT / CEO level to improve service delivery processes and customer satisfaction.
• Coordinate with third-party service providers and partners to ensure they are aligned with ITS standards and customer expectations.
• Represent the team and company in meetings, providing updates and feedback on team performance and customer satisfaction.

Compliance and Risk Management:

• Ensure compliance with legal and regulatory requirements. Identify and mitigate risks related to call centre operations.

Experience

• At least 5 years of relevant experience in a leadership role within customer service or operations in the telecommunications sector.
• Proven Leadership - Strong leadership skills with the ability to manage and motivate a team of 30 plus and managing managers, effectively against Key Performance Indicators including but not limited to Customer Satisfaction, Inbound and Outbound servicelevels (email and call handling).
• Enthusiastic and highly motivated with high energy and motivational skills.
• Experience in motivating diverse teams and creating high energy to deliver great customer experience.
• Ability to manage a changing environment and adapt leadership methods to meet new challenges.
• Customer-focused with experience of dealing with customer plans and issues up to Senior Leadership team level.
• A background in telecommunications with experience in delivering networking products to partners or direct customers.
• Proficient in call centre technology, including CRM software and telephony systems.
• Strong analytical and problem-solving skills, with the capability to manage complex customer cases and escalations.
• Strong capability working with process improvement, training and process communication.
• Experience managing offshore teams including the offshoring of activity is desirable.
• Technical connection knowledge of customer journey in the delivery of telecoms networks is desirable which may include planning, civils, cabling, splicing, testing.
• Self-motivated and driven to meet service objectives and targets.

Benefits

• Salary up to £60,000 DOE
• 25 days holiday plus bank holidays
• Birthday off
• Pension
• Volunteering day
• Death in Service
• Bonus

Important Information: We endeavour to process your personal data in a fair and transparent manner. In applying for this role, NMS Recruit will be acting within your interest and will contact you in relation to the role, either by email, phone or text message.For more information see our Privacy Policy on our website. It is important you are aware of your individual rights and the provisions the company has put in place to protect your data. If you would like further information on the policy or GDPR please getin touch with us here.