Supervisor of Voice Activations en Granite Telecommunications

General Summary of Position:

We are currently seeking applicants for a leadership role within our activations team with a focus on Voice Activations for all voice related products and services (HPBX, SIP, ePOTS, RCFs, Epik). This individual will be the spokesperson for the team, working across internal departments as well as with customers to ensure the team is meeting standards and producing deliverables. The right candidate will be capable of and required to drive the team forward with new initiatives, improve process functions, report on productivity, and foster growth and development of team employees.

Duties and Responsibilities:

• Distribute and manage workload across team members daily
• Provide escalation support for voice product activations both internally and to customers
• Manage vendor interactions, trainings, and documentation
• Provide clear and effective processes and business rules within overall team scope for VoIP product
• Provide various reporting analytics on productivity and team initiatives
• Enable and Foster growth and development for each teammate
• Create/provide documentation for training and process guides
• Conduct weekly meetings with employees
•  Act as escalation point of contact from both customers and internal departments alike
• Ability to refine and improve personal and team technical capabilities in enterprise networking and unified voice application support to contribute to the company mission at a higher level of expertise.

Required Qualifications:

• 5+ years of VoIP experience
• Direct experience in VoIP product line (HPBX/SIP) Understanding of Networking, TCP/IP, Routing, Switching Experience in customer facing technical support roles Proficient in Microsoft Office Suite
• Strong organizational skills
• Ability to work independently and make judgement calls to resolve issues Ability to take direction and act upon it
• Proven ability to motivate and lead employees Strong analytical and problem-solving skills
• Strong verbal and written communication skills, ability to multitask Proven track record of accomplishments and goal achievements Collaborative, Can-Do attitude
• Willingness to obtain government security clearance Strong sense of urgency

Preferred Qualifications:

• 2+ years management experience
• 1-2 years in a technical support related role, or equivalent experience
• Experience public speaking
• Bachelor's Degree in Computer Science, Network Design, Network Security or related field
• Experience with coding and automation platforms such as Python, Javascript or similar

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