TEAM LEAD CLIENT ORDER SPECIALIST
Intrado
Makati City, Philippines, Philippines
4d ago

Description

Intrado is a leading provider of technology-driven, communication services, serving Fortune 1000 companies and other clients in a variety of industries, including telecommunications, retail, financial services, public safety, technology and healthcare.

For more than 30 years, we have been leading the way in hosted and cloud-based solutions.

Client Order Specialist Team Lead

Position Duties

The Client Order Specialist - Team Lead is responsible for a team of direct reports, while ensuring operations run smoothly.

This person will work within a leadership team to ensure Client Order Specialists are performing well, our clients’ needs are met, and serve as a point of escalation.

In supervising a team of direct reports, the Client Order Specialist Team Lead should :

  • Be a main point of escalation for client or COS questions / concerns;
  • Work with direct reports to ensure they are growing and thriving within the organization;
  • Own and maintain employee training materials and process documentation;
  • Maintain team productivity and capacity metrics;
  • Ensure our 24 / 5 staffing needs are met;
  • Be a project point person, working closely with managers;
  • Conduct system testing and provide feedback to system and process stakeholders
  • In leading Billing Query resolutions and Order Review, the Client Order Specialist - Team Lead should :

  • Partner with Finance and Collections management;
  • Partner with Legal and Go-to-Market management;
  • Ensure team SLAs are met;
  • Be a Subject Matter Expert of other teams supported;
  • Provide expertise and understand cause and effect of actions and system limitations to meet client expectations;
  • Continue to perform some Client Order Specialist tasks when needed.
  • Qualifications

    Intrado is a leading provider of technology-driven, communication services, serving Fortune 1000 companies and other clients in a variety of industries, including telecommunications, retail, financial services, public safety, technology and healthcare.

    For more than 30 years, we have been leading the way in hosted and cloud-based solutions.

    Client Order Specialist Team Lead

    Position Duties

    The Client Order Specialist - Team Lead is responsible for a team of direct reports, while ensuring operations run smoothly.

    This person will work within a leadership team to ensure Client Order Specialists are performing well, our clients’ needs are met, and serve as a point of escalation.

    In supervising a team of direct reports, the Client Order Specialist Team Lead should :

  • Be a main point of escalation for client or COS questions / concerns;
  • Work with direct reports to ensure they are growing and thriving within the organization;
  • Own and maintain employee training materials and process documentation;
  • Maintain team productivity and capacity metrics;
  • Ensure our 24 / 5 staffing needs are met;
  • Be a project point person, working closely with managers;
  • Conduct system testing and provide feedback to system and process stakeholders
  • In leading Billing Query resolutions and Order Review, the Client Order Specialist - Team Lead should :

  • Partner with Finance and Collections management;
  • Partner with Legal and Go-to-Market management;
  • Ensure team SLAs are met;
  • Be a Subject Matter Expert of other teams supported;
  • Provide expertise and understand cause and effect of actions and system limitations to meet client expectations;
  • Continue to perform some Client Order Specialist tasks when needed.
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