Technical Operations Manager for Hosted Voice Services
6 days ago
We are seeking an experienced Technical Operations Manager to lead our Hosted Voice services team. This role is responsible for managing all facets of Lightpath's hosted voice and switch provisioning teams, including configuration, testing, and activation of IP-based phones, SIP trunks, and PRI circuits.
The ideal candidate will have a strong technical background in voice and data networking technologies, with a minimum of 8-10 years of experience in a managerial role. Project management experience is a plus. The successful candidate will be able to design new streamlined processes, motivate employees, and encourage team and individual development both technically and professionally.
Responsibilities:
- Develop the technical capabilities of the team as the product grows and demand increases.
- Work with internal engineering on EOL/EOS devices and consult with equipment vendors.
- Keep implementation vendors' teams apprised of new processes and procedures.
- Continually monitor and tweak processes to streamline efficiencies.
- Cross-train technicians to balance product demand and resource capabilities.
- Assign daily Hosted/Switch opportunities according to skillset and resource availability.
- Maintain the Hosted lab and keep updating lab equipment.
- Collaborate with vendors to establish and maintain product inventory levels.
- Create and maintain staffing schedules quarterly.
- Handle all client escalations and internal departmental concerns.
- Support internal phone additions/moves/distribution and troubleshooting.
- Develop and update PM team capabilities and knowledge on Hosted product.
- Develop employees' technical skillset across multiple platforms.
- Provide upper management revenue and forecasting reports as well as quarterly stats.
- Manage and maintain accurate databases between Hosted orders and product inventories.
- Create and maintain rotating 24-hour on-call, late shift, and task review schedule.
- Manage call queue to ensure calls are answered in a timely manner. Maintain a less than 5-minute average hold time.
- Ensure training becomes available when new products have been introduced or to assist designers in their skills development.
- Participate in special projects and internal duties as required.
- Maintain 24/7 port and activation calendar in Sales Force Lightning.
- Collaborate with PM team on "White Glove" clients with special requirements.
- Create methods to improve efficiency within the department.
- Responsible for quality assurance of employees' work performance.
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