Local Number Portability Manager

8x8; Manila; Hybrid; PHP 2,009,000 - 2,678,000; Full time

Job summary

8x8 seeks a Manager to lead the Local Number Portability (LNP) team in Manila. You will be hands-on technically while managing people, coaching the team, and building strong relationships with customers and stakeholders.

You will drive process improvements, ensure KPIs and SLAs, and help scale our LNP capabilities. The role is hybrid with two in-office days per week, offering growth in a dynamic environment.

Qualifications

• 3–5 years experience in IT/ telecommunications/ UC/ Contact Centre service.
• Includes minimum 2 years managerial/leadership experience.
• Strong understanding of technical process workflow and how that affects the customer journey.
• Familiar with basic telecommunications terms and infrastructure.
• Interpersonal skills and ability to build trust and credibility.
• Excellent written and spoken English language skills.

Responsibilities

• Own and lead the Local Number Portability (LNP) team to improve and maintain LNP processes.
• Coordinate activities of resources to meet KPIs and SLAs with training and coaching.
• Serve as SME on LNP process, rules and regulations, and escalate provisioning and porting issues.
• Partner with stakeholders to maximize revenue and drive customer experience and delivery efficiency.
• Develop and execute strategies to standardize best practices and optimize workflows.
• Plan and drive organizational goals by hiring and retaining outstanding talent.
• Encourage team development and coaching per internal quality program.
• Keep agents trained on new products and services.

Skills

People management

Leadership

English communication

Stakeholder management

Team coaching

AI-enabled tools

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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