Local Number Portability Leader - Hybrid

8x8 International Philippine Branch Office; Manila; Híbrido; PHP 1.339.000 - 2.232.000; Jornada completa

Descripción de la vacante

8x8 International Philippine Branch Office is hiring a Manager for the Local Number Portability (LNP) team to lead, coach and develop the group while staying hands-on technically. You will coordinate resources, drive KPIs, and ensure SLA adherence across provisioning and porting processes.

As SME on LNP rules and operations, you will partner with stakeholders to maximize revenue, enhance customer experience, and standardize best practices.

Formación

• Proven experience leveraging AI-enabled tools to enhance efficiency, problem-solving, and collaboration.
• 3-5 years experience in IT/(Tele)communications/Unified Communications/Contact Centre service, with at least 2 years in a managerial/leadership role.
• Strong understanding of technical process workflow and its impact on the customer journey.
• Familiar with basic telecommunications terms and infrastructure; strong interpersonal skills and credibility.
• Results-oriented, self-starter who thrives on challenges and can prioritise in unstructured environments with multiple priorities.
• Excellent written and spoken English language skills.

Responsabilidades

• Own and lead the Local Number Portability (LNP) team to improve and maintain the quality of LNP process; coordinate resources to meet KPIs and SLAs.
• Act as Subject Matter Expert (SME) on LNP process, rules and regulations; ensure provisioning and porting issues are solved.
• Act as a point of escalation for LNP issues and questions.
• Partner with stakeholders to maximize revenue, drive exceptional customer experience and improve product delivery efficiency.
• Develop and execute strategies to standardize best practices and optimize workflows for performance.
• Plan, evaluate, implement, and drive department goals by hiring and retaining talent.
• Encourage team development and coaching per internal quality programs.
• Stay informed of new products/services and train agents accordingly.

Conocimientos

AI-enabled tools

IT/Telecom knowledge

Leadership

Customer journey understanding

English fluency

Descripción del empleo

8x8 International Philippine Branch Office is hiring a Manager for the Local Number Portability (LNP) team to lead, coach and develop the group while staying hands-on technically. You will coordinate resources, drive KPIs, and ensure SLA adherence across provisioning and porting processes.

As SME on LNP rules and operations, you will partner with stakeholders to maximize revenue, enhance customer experience, and standardize best practices.