Local Number Portability Manager

8x8 International Philippine Branch Office; Manila; Hybrid; PHP 1,339,000 - 2,232,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

AI-enabled tools

IT/Telecom knowledge

Leadership

Customer journey understanding

English fluency

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).

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