Responsible for coordinating and managing voice and data lifecycle support for clients and ensuring service commitments necessary to exceed client expectations by providing a single point of contact from receipt of order through successful delivery; provide voice and data aftermarket ordering and service support; receive voice and data order requests from clients and validate the accuracy of the information provided; complete necessary ordering screens through access to client’s ordering system; assess issues which may occur during the implementation process of voice and data orders which do not meet client expectations; initiate and manage the establishment of shared expectations with the client to ensure the client’s performance expectations can be met.

Direct daily activities of up to 12 performance assessmentspecialist that include processing evaluations, conducting internal and client calibrations and meeting the requiredevaluation goal. Proactively oversee the activities involved in the timely resolution of quality assurance issues. Compile and complete a Quality report card to show the line group trends, amount of evaluations and scores for the previous week. Coach, develop, and mentor subordinates to achieve quality performance, setting priorities to assist with establishing and attaining career development goals; thoroughly prepare for and conduct timely performanceappraisals of direct reports. Use Witness to pull reports for Weekly Report card each week. Utilize Microsoft Wordand Excel daily to track evaluation scores. Microsoft PowerPoint is also used to supply the client with the Business Review document that contains the monthly totals for evaluations, scores and trends.