• Overseeing the team’s daily operations and order management for voice services. • Ensuring completion and accuracy of customer orders, coordinating with internal teams for any changes. • Monitoring order progress and proactively resolving customer inquiries, including developing and tracking appropriate KPIs. • Providing backup provisioning support for team members. • Creating and improving reports for service delivery and pipeline management. • Managing team performance, attendance, compliance, and minimizing customer impact from outages. • Leading and motivating the team to meet organizational goals. • Handling customer communications and escalating issues as needed. • Driving process improvements and fostering strong interdepartmental relationships. • Supporting cross-functional projects and identifying solutions for service needs. • Building a positive, empowered team environment.