Local Number Portability Manager

8X8 PHILIPPINES, INC.; Manila; Hybrid; PHP 1,000,000 - 2,000,000; Full time

Job summary

8x8 Philippines, INC. is seeking a hands-on Manager to lead the Local Number Portability team, developing people while delivering reliable porting solutions in a hybrid Manila-based role.

You will coordinate resources, coach staff, ensure KPIs/SLAs, and collaborate with stakeholders to optimize processes and enhance customer experience in a dynamic telecom environment.

Qualifications

• 3-5 years experience in IT/(Tele)communications/UC/Contact Centre services.
• Minimum 2 years managerial/leadership experience.

Responsibilities

• Own and lead the Local Number Portability (LNP) team to improve and maintain LNP quality and meet KPIs/SLAs.
• Act as SME on Local Number Portability processes, rules, and regulations; escalate provisioning and porting issues.
• Partner with stakeholders to maximize revenue and drive outstanding customer experience.

Skills

AI-enabled tools

Leadership/management

English communication

Customer experience

Tools

CRM software

Workflow automation

Job description

8x8 connects our customers and teams globally, empowering CX leaders with performance and insights to make smarter decisions, delight customers, and drive lasting business impact.

As we are continuously growing, we're expanding our teams and looking to hire a Manager for our new Local Number Portability team. We're looking for an inspirational, determined and people-oriented Manager, someone who'll be both technically hands-on and a people manager, and most importantly, a strong leader. We need someone who can advise, coach and support both our customers and the team and who is a strong developer of relationships, quick decision maker, adaptable to cultures and processes and someone who embraces change and evolution.

Responsibilities

• Own and lead the Local Number Portability (LNP) team to improve and maintain the quality of LNP process. Coordinate the activities of the assigned resources, ensuring the availability of resource and capability (performance management, training and coaching) to meet KPIs and adherence to SLAs
• Subject Matter Expert (SME) on Local Number Portability process, rules and regulations, Make sure provisioning and porting issues are correctly solved. Act as a point of escalation
• Partner with stakeholders to maximize revenue, drive outstanding customer experience and achieve product delivery efficiency
• Develop and execute strategies that contribute to standardizing best practices and optimize work-flow to enhance technical and operational performance
• Plan, evaluate, implement, and drive organizational goals and department objectives by hiring and retaining outstanding talent
• Encourage and implement team development and provide coaching in accordance to 8x8s internal quality program
• Stay informed of all new products and services and ensures that agents are properly trained to handle questions about any of them

Qualifications

• Proven experience leveraging AI-enabled tools to enhance efficiency, problem-solving, and collaboration.
• 3-5 years experience in the IT/(Tele)communications/Unified Communications/Contact Centre service. Includes minimum 2 years managerial/leadership experience
• Must have a strong understanding of technical process workflow and how that affects the customer journey
• Familiar with basic telecommunications terms and infrastructure
• Interpersonal skills and character to build trust and maintain credibility
• Results-oriented, self-starter who enjoys a challenge and gets things done
• bility to prioritise, work well in an unstructured environment and handle multiple competing priorities
• Excellent written and spoken English language skills

Work Arrangement:

Hybrid - 2 days in-office per week. Schedule: Monday-Friday, 12:00 AM - 9:00 AM (Philippines time).

8x8 is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

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