Onboarding Team Lead at FiberOne Broadband

Job Objective

• Onboarding responsibility is to make sure customer installation is completed within the SLA to align with the organization’s goals for customer satisfaction and service excellence.

Responsiblities

• Supervision of agents in your team to ensure the SLAs of tickets in onboarding vendor buckets are met ensuring tickets in the refund and relocation buckets are treated
• Supervision of agents to ensure ticket SLA are met for various aspects of onboarding, follow up with tech team to ensure router deployment SLAs are being met
• Ensuring follow up and closure of aging tickets, checking onboarding pipelines daily to ensure they are being worked on by the agents
• Ensuring agents follow up with vendors for installations to meet required
• Manual reconnection and addition of lost days for relocation.

Competencies
Functional / Technical Competencies:

• Scheduling skills to assign tasks to vendors.
• Customer management.
• Good use of Microsoft packages.

General Competencies:

• Effective communication and documentation skills
• Problem solving skills and ability to work under pressure.

Behavioural Competencies:

• Listening skills
• Critical thinking and analytical abilities
• Paying attention to details.
• Strong interpersonal relationship skills.