Telecom Expense Management (Specialist) - Order Management Process Lead

#LI-GM

 The Order Management Process Lead is primarily responsible for managing and overseeing telecom transactions according to the Service Level Agreements and the company quality and quantitative standards by ensuring that complex customer care needs are resolved promptly. Telecom Expense Management involves the entire life cycle of a telecom service, from new requests to order validation and submission to the telecom provider, tracking and receipt of service, termination, and wireless plan optimizations.

RESPONSIBILITIES AND AUTHORITIES

• Order Processing Comes to work on time according to the defined shift schedule.
• Manage and oversee the process of telecom requests and incidents within the defined expected number of transactions and quality level.
• Ensures that orders/tickets and requests are processed by the team timely and accurately within the defined time frame or agreed Service Level Operations based on the agreed Japan Mobility process scope.
• Ensures that all activities are recorded and tracked using the prescribed productivity tool.
• Ensures accurate maintenance of the client's inventory and ledgers of telecom subscriptions, equipment, and services through the orders processed.
• Submit agreed reports based on frequency, ensure data accuracy which aligns to client requirements.
• Ensures the Client Stakeholder's requests, concerns, and escalations are managed and responded to promptly according to the agreed-upon process.
• Analyzes and finds solutions/appropriate information to accurately manage and process requests. Alerts Operations Lead of any potential customer service problems or issues.
• Performs various Customer Care duties and accountabilities as business needs dictate.
• Develop strong working relationships within the team and demonstrate uncompromising commitment to client and Accenture core values.
• Implements quality methods and process improvements.
• Seeks opportunities to improve knowledge, skills, and performance through various channels, including but not limited to actively participating in Knowledge-Sharing, Brownbag sessions, and Training.
• Manage and guide the direct reports on day-to-day transactions by assisting and sharing knowledge relevant to the agreed process and feedback when necessary.