The Service Delivery Supervisor is responsible for overseeing the daily operations of a Wireline Orders team. The Supervisor works closely with the Wireline Orders Manager, other department leaders, clients, service providers and partners to manage the day-to-day tasks efficiently and accurately for a streamlined lifecycle of each order. The Supervisor must have excellent communication skills, be adept to effecting change with a proven track record leading a cross-functional team.

Supervisory Responsibilities:

• This position is responsible for the supervision of Level I-II Specialists and Leads

Duties/Responsibilities:

• Provide supervision and oversee workflow of Specialists engaged in the procurement of wireline telecommunication services on behalf of our clients
• Partner with all departments to ensure the team is meeting the needs of their functional areas
• Identify high priority issues, align expectations, and mitigate risks to achieve business objectives and client outcomes
• Serve as 1^st level escalation tier for team and ensure constant escalated request flow by resolving escalation cases within acceptable timeframes
• Establish measurable goals for Specialists and track individual progress towards these goals
• Leverage service provider and partner relationships to improve scalability and repeatability of order process
• Using established key performance indicators (KPIs), generate monthly reports and meet with team members to review
• Provide coaching to team members not meeting standards and if necessary, issue and document verbal or written warnings
• Ensure all team members are adhering to assigned work schedules and manage over-time / paid time off in compliance with company policies
• Assist with and/or lead major projects as assigned by Leadership 
• Participate in on-boarding of new employees, serve as primary training resource for department specific systems and processes to new staff
• Ensure team is managing their work time responsibly and efficiently, promoting service to other team members when all individual responsibilities are caught up
• Demonstrate a commitment to doing what is right, be honest and sincere in all interactions with clients and co-workers
• Data and system use must comply with One Source information security policies and standards 
• Unauthorized access to data and/or systems is prohibited

Required Skills/Abilities:

• To perform this job successfully, an individual must be a polished communicator with a strong sense of ownership.
• An ability to prioritize, delegate and ensure delivery of tasks assigned to team is required.
• Individual must be able to quickly interpret an extensive variety of instructions and deal with several concrete variables.
• Ability to analyze and evaluate problems, offer solutions, and determine when additional support is needed.
• Comfort in stepping outside of team scope and responsibilities to maintain highest level of customer experience.

Education and Experience:

• The individual will have preferably earned a bachelor's degree. Graduation from high school or high school equivalency is required.
• Four or more years of Customer Service, Sales Support, or Data Analysis experience is required, with at-least 2 years in a Lead support role, training and/or equivalent combination of education and experience will be considered.
• In-depth understanding of telecommunications processes and technology (Cable, Ethernet, VoIP, MPLS, SDWAN) is required
• Experience working with CRM software, database software and/or project management software is required.

Physical Requirements:

• The individual typically works in an office environment and uses a computer, telephone and other office equipment as needed to perform duties. The noise level in the work environment is typical of that in an office. Individual may encounter frequent interruptions throughout the workday.
• The employee is regularly required to sit, talk, and hear; frequently required to use repetitive hand motion, handle or feel, and to stand, walk, reach, bend or lift up to 20 pounds.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable associates with disabilities to perform the essential functions.