| General Summary:
The Data MAC Provisioning Supervisor is responsible for leading a team whose primary focus is on managing the delivery of Mpower’s Integrated Data MAC product offering within Mpower’s Service Delivery organization. In this hands on position, critical supervisory responsibilities include: employee shift/schedule management, employee and team-based goal-setting, skills development, consistent attainment of established production and quality goals, new employee screening, employee counseling as required, and overall group accountability and performance reporting. The principal functions of the Data MAC Provisioning team are to manage the overall service delivery process; from contract receipt to service installation. This includes interaction with sales, order receipt, order creation, customer contact management, coordination with internal departments such as network provisioning, network operations, test and turn up, and systems data support, billing, and overall customer satisfaction.
Essential Job Functions:
- Manage a team of provisoners/order processors.
- Ensure pro-active and open communications with sales, customer, and vendors at all times.
- Proactively manage to a series of operational performance and throughput measures.
- Manage all product installation scheduling and coordination.
- Ensure the ongoing technical and product proficiency of the team.
- Manage to documented service delivery processes.
- Report on various metrics and related performance-tracking production results, including employee evaluations each month.
- Conduct annual reviews with employees and address performance-related employee issues within the Data MAC team.
- Maintain a solid working understanding of Mpower’s network architecture, network/circuit testing processes, and T1 loop and Number Port ordering requirements for each ILEC.
- Create and implement business process as dictated by changes in product offering.
- Provide off-hour and weekend coverage during escalations as needed.
Knowledge, Skill, and Ability:
- Exceptional written and verbal communication skills.
- Solid understanding of all relevant Microsoft Office and related software applications, including MS Office, Outlook, and Access.
- Excellent organizational and customer service management skills.
- Solid understanding of ILEC loop ordering and number porting processes as well as Telcordia standards.
- Thorough understanding of Integrated (voice / data) technologies, network architectures, customer equipment, and service applications.
- Good leadership skills; the Supervisor is expected to be ‘hands on’ and to engage in frequent employee contact.
- Good problem solving skills and an ability to learn quickly.
- Self-motivation and a willingness to assume ownership of responsibilities highly desirable.
Education and Experience:
- BS or equivalent experience
- 2+ years of provisioning and/or applicable telecom supervisory or management experience.
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