TEMS- Consultant

Job description

Telecom & Mobility Management Professional Main Responsibilities Reporting and Analysis  Ensures all reports and audits are completed properly and on time.  Reviews team tickets and communications on a regular basis to look for any behavior that does not align with team standards. Reports any issues to the TEMS Mobility Manager. Support, Guidance, Monitoring, and Quality Assurance  Acts as the first level contact for any escalations.  Keeps the team on task with any assigned projects or initiatives and helps answer team questions as they arise.  Reviews team documentation to ensure accuracy and relevance.  Provides coaching to team if any standards start to slip or there are operational misses. Also reports these misses to TEMS Mobility Manager (TMM) so it can be determined if further action is needed.  Attends all Customer and Vendor calls to stay on top of current events within the mobile space and Customer environment.  Acts as primary contact for TMM when there are new projects, initiatives, tasks, or directions that need to be carried out within the team or within a particular account.  Assists with and coordinates training for incoming team members.  Ensures accesses are raised when new team members onboard and that accesses are removed when team members leave.  Actively participate in weekly calls with outside Vendors to review open issues and status of corrective actions.  Acts with autonomy to address any lower level issues, escalations, problems, within the Customer mobile space, Vendors, or team but reports all issues to the TMM immediately so resolution can be reviewed or direction provided. Continual Improvement  Drive efficiency in process and effort.  Identify instances of rework and raise to the TEMS Mobility Manager for possible process improvement.  Keep meticulous team documentation (WLI/DTP, Carrier and BAN lists) Technical Abilities  Microsoft Office  Intermediate to advanced Microsoft Excel skills  Advanced knowledge of WSP processes, plans and features, mobile device pricing structures, and types of service contracts.  Experience with WSP tooling- such as AT&T Premier, Verizon Biz Center, T-Mobile Account Hub, etc…  Excellent English language skills; must be able to comfortably communicate in written and spoken English, including technical terminology Professional Abilities  Knowledge of device procurement concepts and contractual terms  Be Self-motivated and meet important reporting and audit deadlines with little to no oversight  Ability to address Customer escalations with aplomb  Ability to successfully think through a process from start to finish, recognizing the variables present in the situation and the implication those variables may have. Then navigate through that process to avoid any negative impact whilst maintaining Customer policies.  Ability to drive team toward solutions when problem arise  Excellent follow-up skills □ Implements strategy through own team  Makes independent judgements based on analysis of information in complex and novel situations  Regularly identifies areas for improvements to existing procedures and quality within work area  Seeks ways of improving and adapting day to day departmental activities and will actively work to secure approval to implement ideas