Customer Service Manager I

The Role

The Main Responsibilities

• Responsible for the progress of assigning & tracking complex projects & processes within budgetary and scheduling guidelines.
• Accountable for supporting external customer UC&C deployments in a timely manner, including coordination with cross functional teams when applicable.
• Communication of project critical dates and coordination with external and internal schedules related to the activity and workload.
• Actively seeks opportunities to transform the business and eliminate costs.
• Development and maintenance of relevant project documentation, including but not limited to WBS, project plans, risk assessments, communication plans, etc.
• Accountable for delivering process improvements, providing process management consulting and project management/coordination subject matter expertise to direct the activities of each project.
• Demonstrates the ability to fully support and manage multiple complex projects simultaneously.
• Develops/updates project progress and status reports.
• Strives to ensure that each project is high quality, meets the measures of success.
• Identify/Analyze process risks/issues and inefficiencies.
• Tracking of projects, tracks project issues/risks, & document progress and prepare status reports (metrics, summaries, etc.) for customer and leadership visibility.
• Preparation of quarterly project integrity audits, development & implementation of enhanced tracking, and reporting.
• Provide consistent feedback on improvement opportunities related to the process and projects.
• Coordinates the creation of work schedules and maintains active work planning through use of gaunt charts and related work tracking methods.
• Analyzes and updates work plans and schedules.
• Develops methodologies, procedures, and systems to produce project tracking & reporting.

What We Look For in a Candidate

• Experienced with project management/coordination.
• Must be proficient in the following software applications:
• Highly Organized and detail oriented
• Experience in updating timelines, detailed reports, and executive summaries
• Bachelor’s degree or equivalent education and work-related experience.

• Utilize a consultative approach and maintain strong working relationships across multiple departments; internal and external; Conduct meetings with stakeholders to determine objectives and execute on deliverables.
• Motivated self-starter with experience working in a fast-paced work environment is a must.
• Strong ability to provide leadership/mentoring to other team members.
• Strong verbal and written communication skills are a must
• Ability to communicate project needs to internal and external teams/vendors.

• Previous Telecommunication/Networking Project Management/Coordination experience.
• Proficient in Microsoft Project with the demonstrated ability to update complex project plans
• ITIL v3 or higher certification.
• General information technology, telecommunications, hosted cloud voice solutions, vendor management and networking knowledge
• Proficient in Microsoft SharePoint with the demonstrated ability to work within lists, uploading documentation.
• CAPM Certification or Project +

What to Expect Next