local number porting Team Lead - manila8x8

As an industry leader and Software-as-a-Service provider our mission at 8x8, Inc. (NYSE:EGHT) is to transform the future of business communications. The 8x8 Open Communications Platform (TM) uniquely brings together Voice, Video, Collaboration, Contact Center, and enterprise-class API solutions, helping businesses across the globe transform their customer and employee experience, and empowering workforces worldwide to work smarter.
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Due to more growth we are recruiting for a brand new division build in our Manila office. Our Local Number Porting team operate globally and this is a brand new function we are opening in the Philippines, Manila. We are seeking a LNP Team Lead who will join us as the heart of the operation. Work with the LNP leadership team toward improving the overall customer experience and help establish a Porting Center of Excellence, (COE). This role will cover our US time zone.
Responsibilities
Collaborate with internal and external stakeholders for the betterment of the business, act as being part of One Global team, (GCC).
Actively participate in collaboration sessions, identify existing and potential obstacles, and contribute to developing strategies to overcome them, working with the Global Tools team.
Set and meet short-term and long-term goals that are aligned with the Global Customer Care vision, (G&I).
Monitor the LNP escalation channels ([Protected Info], Salesforce escalations). Work with the Manager/Senior Manager to investigate, record and respond to every client complaint within 24 hours.
Assist the Manager/Senior with workload pre-planning. Monitor the Salesforce case assignment dashboards and ensure a fair distribution of the workload.
Work with the Manager/Senior Manager to ensure coverage through team absences and National Holidays.
Assist the Manager/Senior Manager with recruitment and people development.
Work with the Manager/Senior Manager to consistently monitor the team's performance and provide coaching regularly.
Ensure efficient communication with the LNP team by using all communication channels - communicate with the team through all channels throughout the day.
Act as a primary point of escalation for internal and external agents.
Support the porting agents with addressing difficult and complex porting situations.
Take ownership of high-visibility porting cases and act as a porting Project Coordinator or Porting Specialist: submit porting requests, address port rejections and CSR requests, work with the 8x8 carriers toward addressing any porting-related concerns, follow up with the 8x8 clients and partners regularly.
Serve as Subject Matter Expert (SME) on LNP process, rules and regulations and to resolve provisioning and porting issues
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8x8

Manila City, Metro Manila
Permanent
Full-time