Manager, Commercial Telecommunications Systems

WillScot
life insurance, paid time off, tuition reimbursement, 401(k)
United States, Arizona, Phoenix
Feb 24, 2025
At WillScot (NASDAQ WSC), our 4000+ people are at the heart of everything we do. In addition to providing industry-leading pay and benefits, we provide opportunities for development and upward mobility, while investing in the communities we serve. We are the undisputed leader in providing innovative exible workspace and portable storage solutions, serving an incredible range of customers across all industries from 240+ locations across the United States, Canada, and Mexico. Our values are our foundation. We constantly strive to diversify our teams to ensure we have the best and brightest talent.We're deeply committed to creating an inclusive and equitable workplace where each person can contribute while being their authentic self. For more about WillScot and who we are, click here. Build your future with us! ABOUT THE JOB: We are seeking a proactive and detail-oriented Commercial Telecommunications Systems Manager to oversee and optimize our telephony and phone systems. The ideal candidate will be responsible for planning and managing future improvements and optimization opportunities, ensuring high standards in call quality, and enhancing overall customer service performance. WHAT YOU'LL BE DOING: Telephony System Management: Oversee the daily operations of the company's telephony and phone systems including routing, scripting, troubleshooting and UAT processes. Provide leadership to local and offshore phone system support team. Conduct regular system audits to ensure optimal performance and compliance with industry standards. Lead cross functional collaboration between IT department and 3rd party vendors on daily operations, system enhancements and problem solving. Optimization and Improvements: Identify and implement opportunities for system improvements and optimizations. Strategic analysis and planning for continuous improvement of inbound and outbound dialing capabilities. Development and implementation of change management process and documentation. Optimizing routing and deriving resources needed to drive SLA's. Plan and manage upgrades, enhancements, and new technology integrations. Project Management: Lead projects related to telephony system enhancements, including planning, execution, and post-implementation review. Coordinate with cross-functional teams to ensure seamless integration of telephony systems with other business applications. Experience with PM tools for tracking and documentation (e.g. Jira, Confluence, Miro, etc.) Customer Service Enhancement: Collaborate with customer service teams to understand their needs and improve telephony-based customer interactions. Develop and implement strategies to enhance call quality and overall customer service performance. Training and Support: Provide training and support to managers and staff on the use and best practices of telephony systems. Develop user guides and documentation to assist in the effective use of telephony systems. Reporting and Analysis: Generate and analyze reports on system performance, call metrics, and customer service outcomes. Use data insights to drive continuous improvement in telephony operations and customer service. EDUCATION AND QUALIFICATIONS: Qualifications: Education: Bachelor's degree in Information Technology, Telecommunications, or a related field. Experience: Minimum of 5 years of experience in telephony system management, with a focus on optimization and customer service enhancement. Skills: Strong technical knowledge of telephony systems and related technologies. Excellent project management skills, with a track record of leading successful system improvement projects. Ability to lead teams and drive results. Proficiency in data analysis and reporting tools. Strong problem-solving skills and attention to detail. Strong proficiency in English. Excellent communication and interpersonal skills. Ability to work collaboratively with cross-functional teams. Preferred Qualifications: Experience with Amazon Connect and Salesforce SCV (Service Cloud Voice) including but not limited to phone, SMS, and chat. Experience with VoIP systems and cloud-based telephony solutions. Expertise in dialer capabilities, AI based call scoring, call sentiment. Certification in project management (PMP or similar). Experience in a customer service-oriented environment. Disclaimer: This posting describes the general nature and level of work performed and does not represent an exhaustive list of responsibilities, duties, or skills required. Collaboration and teamwork drive our success. Team members may be required to perform duties outside normal responsibilities from time to time as needed. All regular WillScot Holdings Corp. positions offer generous benefits including medical, dental, vision, disability and life insurance, paid time off, Company holidays, tuition reimbursement, and 401(k) with match. Most positions also have variable pay opportunities including commission or bonus, performance rewards, or incentive programs. More information about benefits may be foundhere. WillScot provides equal employment opportunities to employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. WillScot embraces diversity and is committed to equal opportunity in all aspects of employment, including recruiting, hiring, promotion, termination, leaves of absence, compensation, and training. We are focused on building teams that include a variety of backgrounds, lived experiences, and skills. The more inclusive we are, the stronger we will be!