The Voice Operations Supervisor ensures all order management functions for telephone operations are well defined and in place to ensure maximum customer satisfaction. This position will provide high level administrative support for voice products and will coordinate between corporate, CLEC partner, Voice Operations Teams, NOC, and all local departments including call center, retail, field, dispatch, marketing and any other functional area relating to Voice.

Duties / Responsibilities:

Implement processes to build efficiencies through Quality Assurance to drive RGU and revenue contribution and retain existing customer base with order accuracy. Facilitate internal work order flow between groups by communicating status, updates, and order completion. Provide ongoing support and coaching for employees regarding quality and work order accuracy. Telephony Subject Matter Expert responsible for maintaining information related to voice and making sure any new information or changes are updated to system. System Contact for all voice order management M&P’s. Monitor TN Administration for number usage, forecasting and projecting TN’s availability. Provide updates to review order accuracy issues, slamming, adjustments, process change and any additional information pertaining to QC and CLEC partner. Responsible for escalated customer complaints regarding telephone service. Monitor validation of 911 Addresses/Issues. LOA/TPV Collection/Filing/Auditing. Other duties as assigned by Supervisor.

Minimum Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Bachelor’s degree in Business or equivalent preferred. At least 5 years of technical experience with Softswitch and Feature Applications (Broadsoft is a plus). Minimum 5 years leading a technical team on operations and/or engineering. Knowledge of Local Number Portability process and procedure and ILEC/CLEC relationships. Strong understanding of IP voice networks at an access and carrier level. Knowledge of SIP interworking and interconnectivity which may include End Office and Tandem Switching. Capable of administering and deploying existing and new voice services independently or in a team.

BENEFITS:

We truly appreciate and value all our employees and show our appreciation by offering a wide range of benefits, including:

Comprehensive Healthcare/Dental/Vision Plans 401K Retirement Plan with Company Match Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!) Paid Volunteer Time Paid Parental Leave Hotwire Service Discounts – for employees who live on a property serviced by Hotwire.  Discounted service offerings are provided for high-speed internet, video service, phone, and security service Employee Referral Bonuses Exclusive Entertainment Discounts/Perks

 

Hotwire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

 

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