- Provide leadership and direction to a team of Provisioning Agents focusing on the delivery of Customer Connections with excellent customer updates throughout the process.
- Develop 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.
- 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 strategies to meet or exceed targets.
- Conduct regular review meetings with team members to discuss performance, set goals, and identify any support or resources needed to perform their roles effectively.
- Address any issues that affect team performance promptly and efficiently.
- Act as the point of contact for high-level escalations and complex customer issue resolutions.
- Collaborate with other department leaders (such as Sales, Field Operations, and Network Teams) to enhance service delivery and resolve critical issues.
- Ensure effective management of customer complaints and escalations, striving for quick and satisfactory resolutions.
- Build strong relationships with internal and external stakeholders to improve service delivery processes.
- Coordinate with third-party service providers and partners to ensure they are aligned with standards and customer expectations.
- Represent the team and company in meetings, providing updates and feedback on team performance and customer satisfaction.
- Oversee the quality of work and compliance with internal policies and industry regulations.
- Continually assess and refine workflows and processes to improve efficiency and customer service.
- Implement quality control measures to maintain high standards in all aspects of the teams operations.