Business Solutions Supervisor (Hybrid - Night Shift)

Core Responsibilities

• Ensures timely and accurate processing of customer quotes and requests. 
• Evaluates workforce planning and workload prioritization and adjust as needed to meet key performance metrics.   
• Implements and maintains performance metrics to track team productivity and order processing accuracy. Generates regular reports for management review and takes corrective actions as necessary.  
• Manages resource allocation effectively within the team, optimizing workloads to ensure timely order processing while maintaining service quality.  
• Acts as an escalation point for complex customer issues, providing guidance and support to team members in resolving customer concerns effectively and efficiently.  
• Identifies and implements best practices ensuring continuous process efficiency improvement.  
• Collaborates across teams to drive best-in-class sales experience. 
• Performs departmental needs analysis and produces strategic, cost-effective solutions. 
• Utilizes knowledge of products and systems to provide expert knowledge to staff. 
• Holds regular team meetings to ensure reps are appropriately informed to create a quality customer experience and drive an amazing team culture. 
• Leads or participates in projects aimed at improving order processing systems, tools, and procedures to drive operational efficiency and customer satisfaction.  
• Performs staffing, hiring, and training tasks including workforce planning, team building, orientation, providing direct training, and providing resources for training. 
• Consistent exercise of independent judgment and discretion in matters of significance. 
• Regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable schedule(s), and overtime as necessary. 
• Other duties and responsibilities as assigned. 

KNOWLEDGE / SKILLS / ABILITIES 

•  Proficiency in Microsoft Suite (Word, Excel, ppt) and GoogleSuite (Docs, Sheets) required 
• Strong written English language skills with the ability to type in English 
• Comprehension of general telecom network design preferred. 
• Strong time management and organizational skills. 
• Strong interpersonal skills, with the demonstrated ability to motivate and empower team members. 
• Demonstrated experience collaborating across teams to drive improvements 
• Demonstrated persistence and tenacity where follow-up is needed to ensure items are completed. 
• Ability to successfully balance a wide variety of tasks.  
• Ability to work effectively in a virtual team environment. 
• Ability to understand and convey business and operational issues. 
• Ability to develop a working knowledge of company policies and procedures to resolve a variety of basic issues. 
• Ability to identify and solve problems of moderate scope and follow standard practices. 
• Ability to exercise judgment within defined procedures and practices in order to determine appropriate action.  

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job. 
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services. 
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences. 
• Win as a team - make big things happen by working together and being open to new ideas. 
• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers. 
• Drive results and growth. 
• Respect and promote inclusion & diversity. 
• Do what's right for each other, our customers, investors and our communities.  

Ideal Capabilities and Attributes!

• Bachelor’s degree or 3+ years of related experience in technology sales, sales support or sales operations role; or equivalent combination of education and experience. 
• Direct supervision experience preferred 
• Familiarity with the telecom industry, its products and practices is preferred. 
• Experience working integrally with local and global teams preferred 
• Amenable to work at night/ shifting schedule  

Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.