Onsite Service Delivery Lead

Optus, Inc; Jonesboro (AR); On-site; USD 22,000 - 25,000; Full time

Benefits offered by this job

401(k)

401(k) matching

AD&D insurance

Dental insurance

Disability insurance

Employee assistance program

Flexible spending account

Health insurance

Health savings account

Life insurance

Paid time off

Professional development assistance

Referral program

Tuition reimbursement

Vision insurance

Job summary

Optus, Inc. is seeking a Services Coordinator- Support to monitor service performance, support team productivity, and manage escalations in our Jonesboro office. The role requires a customer-first mindset and collaboration with cross-functional teams to drive process improvements.

The ideal candidate has operational, analytical, and leadership skills, with experience in telecommunications or tech operations. In-office work in Jonesboro is required, with a comprehensive benefits package offered.

Qualifications

• Bachelor's degree or equivalent experience with 3-5 years in service delivery, telecom, tech ops, or customer support.
• Experience in telecommunications or technology industry; call center or service desk preferred.
• Strong leadership, organizational, analytical, and problem-solving skills.
• Excellent verbal and written communication with a customer-focused approach.
• Advanced proficiency in Microsoft Excel and reporting tools.
• Ability to manage multiple priorities and analyze performance metrics in a fast-paced environment.
• Experience with SLA management, escalations, and process improvement is a plus.

Responsibilities

• Monitor Service Delivery team workloads, queues, and performance metrics to meet SLAs.
• Manage customer/internal escalations with timely resolution and clear communication.
• Develop and analyze operational reports, dashboards, and service metrics to drive improvements.
• Collaborate with cross-functional teams to support service delivery and customer satisfaction.
• Identify operational challenges, perform root cause analysis, and implement corrective actions.
• Manage daily team scheduling and workload distribution for adequate coverage.
• Support customers through service reviews, Tier 1 support, and dispatch coordination as needed.
• Coach team members and identify training opportunities for development.
• Promote continuous improvement via process reviews and performance feedback.
• Model company values and maintain a customer-first, collaborative team environment.

Skills

Leadership

Analytical thinking

Problem-solving

Verbal and written communication

Multitasking

Education

Bachelor's degree or equivalent experience

3-5 years service delivery experience

Tools

Excel

Reporting tools

Job description

Optus, Inc. is seeking a Services Coordinator- Support to monitor service performance, support team productivity, and manage escalations in our Jonesboro office. The role requires a customer-first mindset and collaboration with cross-functional teams to drive process improvements.

The ideal candidate has operational, analytical, and leadership skills, with experience in telecommunications or tech operations. In-office work in Jonesboro is required, with a comprehensive benefits package offered.