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Senior Manager, Carrier Services

Req ID#:  353954

US

Senior Manager, Carrier Services

Information Technology

Learn, Lead & Grow at Sitel Group®

 

We believe experiences are everything and that happy associates are successful ones. That is why we give our people the tools and the freedom to learn, grow, have fun and be themselves. As one of the largest global providers of customer experience (CX) products and solutions, Sitel Group® empowers brands to build stronger relationships with their customers by creating meaningful connections that boost brand value. 

 

With 160,000 people around the globe – working from home or one of our CX hubs – we securely connect best-loved brands with their customers over 8 million times every day in 50+ languages. Whether digital or voice-based, our solutions deliver a competitive edge across all customer touchpoints. Our award-winning culture is built on 40+ years of industry-leading experience and commitment to improving the employee experience.  

Job Summary

 

This position will provides global management and oversight for multiple managers that have responsibility for regional teams.  Additionally, the role will be responsible for the day to day relationships with Sitel’s carrier partners. 

You Will

 

  • Provide global management and oversight for multiple managers that have responsibility for regional teams.
  • Responsible for creating metrics/KPIs (key performance indicators) for each position within your team
  • Responsible for driving and measuring the defined metrics /KPIs for your team
  • Responsible for defining training for your team pertaining to carrier process as well as tools and systems that are used in support of carrier services.
  • Will have input and responsibilities for contract for new carrier and renewals for existing carriers.
  • Responsible for managing the day to day relationship of our carrier partners.
  • Develop processes and procedures for carrier services provisioning.
  • Manage the process for all phases of carrier provider services up to their defined handoff point that your teams will leverage.

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  • Manage the processes for all phases of colocation cross connect orders and what areas of responsibility the team has from order until they terminate on Sitel owned kit.
  • Manage the process for all phases for vendor analysis and how the team will provide the most cost efficient solution to client needs services.
  • Develop and evaluate methods for the implementation of services related to toll free and toll services.
  • Acts as escalation point for your team during the installation, rearrangement, and/or removal of voice and data services
  • Manage the process for all phases regarding domestic and international voice and data circuit resiliency; including how the team will order and schedule the implementation and coordination with WAN team.
  • Track savings based on disconnect on time order process and overall cost saving recommended by the team.

You Have

 

  • Bachelor’s degree preferred or
  • 10 years of experience in ordering Telecommunications services.
  • Strong knowledge of applicable Carrier methodologies, tools, standards, and procedures
  • Project Management experience desired.
  • PC and desktop applications competency (e.g., Microsoft Office, email, etc.)
  • Strong business knowledge
  • In depth knowledge of information systems concepts
  • Strong interpersonal skills
  • Demonstrated decision-making leadership abilities
  • Strong organizational and problem solving abilities
  • Strong verbal and written communication skills

Our Perks

 

Competitive salaries, benefits, 401K contribution matching and paid time off.

Remote work at home available (depending on the market).

Fun and engaging company-wide initiatives, including our SitelFit wellness program.

Growth opportunities through various development programs.

Employee discounts.

Casual dress code.

Excellent work culture.

Join the #SitelLife

 

GAIN STABILITY, EXPAND POSSIBILITIES. We celebrate successes and reward our people for their hard work every day. We offer benefits to keep you healthy and happy, such as paid time off. Plus, fun perks like employee discounts.  

 

GROW AS YOU GO. We invest in you with internal programs, training, and initiatives to develop your skills and help you reach your goals. We promote from within. We provide you with the tools, skills, and resources to develop professionally and personally. You choose where you want to go; we help you get there.  

 

WORK TOGETHER TO MAKE AN IMPACT. We strive to make the world a better place and empower others to do the same. We are mission-driven -and we leverage the power of our people to make a positive impact in the communities in which we live and work.  

 

BE BOLD, BE YOU. #SitelLife represents our commitment to our people - to YOU. It's about coming exactly as you are. We empower everyone to live their truth, be themselves and use their voice -and we give them a platform to do so.  

 

MAXIMIZE YOUR EXPERIENCE. We value open, honest, and constructive conversation. We encourage you to speak up -and we listen when you do. Through MAX, our global community, we leverage our people's innovative ideas, experiences, and feedback to shape and drive the future of Sitel Group®.  

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Our talent is our strategic differentiator. By bringing together diverse perspectives through our people and ideas, we foster an environment where people belong, all voices are heard, and everyone is vital and can contribute their best work. Sitel Group® is proud to be an Equal Opportunity workplace.

Senior Manager, Carrier Services


Job Segment: Information Systems, Project Manager, Telecom, Telecommunications, Network, Technology

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