Directs and supervises EIS order specialist staff responsible for resolving processing issues, managing order intake processing status, analyzing data and outreach for batch processing issues and more.
Ensures staff has the utmost focus on customer satisfaction and adherence to established Service Level Agreements (SLAs).
Supervises cross-functional teams to ensure seamless order processing from intake to billing, including review of order provisioning and billing setup in the system.
Assists in training and mentoring Junior Order Intake Specialists.
Develops and maintains advanced knowledge of EIS products, process flows, and service level agreements (SLAs). Aids in the development or improvement of these skills for supervised staff on a continuous basis.
Responsible for setting priorities for the team and coordinating activities that align with set objectives and goals.
Monitors issues and ensures that Service Level Agreements are met. Serves as the first escalation point when all other troubleshooting efforts have been exhausted.
Collaborates with Service Management to maintain client health index and manage customer relationships from delivery to billing.
Identifies areas for improvement to streamline processes and works to implement updated procedures.
Overall responsibility for leading the program, department, or functional area as designated. Oversees, directs, and mentors subordinate staff; communicates job expectations and enforces organizational policies, procedures and core values; responsible for recruiting staff, approving timecards, and providing performance input and disciplinary measures.
Recognizes and values the contributions of supervised staff. Responsible for recommending promotions, compensation adjustments, disciplinary actions, and termination of employment.
Researches and resolves order errors and updates the system. Implements system or process improvements related to errors.
Defines roles and expectations for supervised staff. Provides clear direction to ensure consistent progress is made toward set goals.
Supports and collaborates with leadership and team members from other ASM departments to develop operational dashboards for order visibility and forecasting to improve predictability and control.
Minimum Qualifications
Bachelor's degree or equivalent work experience
4-6 years of related experience in a network services environment focusing on order intake and/or experience with data entry. 0-2 years of management experience. Experience within federal government context a plus.
Other Job Specific Skills
Excellent written and verbal communication skills.
Strong leadership and customer service skills.
Ability to organize and supervise staff for maximum efficiency.
Advanced problem solving and interpersonal skills.
Strong customer service approach.
Ability to build, coach and mentor effective teams.
Ability to maintain consistent progress towards set priorities.
Dedicated focus on accuracy and attention to detail.
Ability to remain calm and courteous towards customers, staff, and management in periods of stress.
Ability to develop and maintain good working relationships with all customers and co-workers.
EEO Requirements
It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.
Physical Requirements
The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.
Disclaimer
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
63k-85k
EEO Requirements
It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.
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