Manager, Carrier Services

4 months ago

Whitehorse, Canada Northwestel Full time

Job Details

Description

Reporting to the Senior Manager, Carrier Services this position is responsible for managing the wholesale and interconnection end user customer carrier accounts for the Company including sales, billing, collections, customer relations, coordinating customer service engineering, addressing regulatory issues, account revenue forecasting and tracking. Clients are end users of telecommunication services that include telecommunications service providers who compete with Northwestel’s retail services, other carriers (e.g. Telus), wholesaler facilitators, resellers, re-billers, cable companies, wireless service providers, and Internet service providers.

Employment Equity

Northwestel values diversity in the workplace and is committed to the goals of Employment Equity. We strive to achieve a skilled workforce that is representative of the population we serve, and as a Northern company, we are committed to the employment and career development of our Indigenous peoples. Candidates must clearly indicate on their application if they are an Indigenous person, a woman, a person with a disability, or a visible minority if they wish to receive hiring preference.

Specific Accountabilities 

Working with Engineering, develop proposals and negotiate intercarrier service agreements with interconnecting end user carriers aligned with the Company’s overall wholesale and interconnection strategy. Manage key wholesale and interconnection accounts to end users including developing customer proposals, evaluating risk, negotiating agreements, handling orders, responding to inquiries, responding to complaints, and generally managing account relationships in a positive manner that enhances the strategic partnership and maximizes revenue. This includes providing guidance to the Carrier Services team to support and ensure Wholesale customer needs are met. Evaluate future customer needs to contribute to the development of new services to increase wholesale market share. Coordinate customer service provisions, reconciliation of customer information, customer systems engineering support, or guidance with respect to equal access procedures to ensure customer services are delivered in a timely manner. Managing and selling new services to wholesale customers, including influencing changes to retail services to benefit wholesale customers and protect Northwestel revenues Manage customer receivables effectively reacting quickly and diligently to delinquent accounts escalating potentially damaging customer issues to the attention of the Senior Manager. Pursue operational excellence by simplifying work processes, both internal and external, monitoring operational performance, and seeking out and deploying productivity improvement tools.

Knowledge and Skills Required

Degree in business, or marketing, or communication with additional technical knowledge of the telecommunications industry. Minimum five (5) years of selling carrier and/or wholesale telecommunications services for business applications. Thorough understanding the telecommunications industry environment in Canada. Strong interpersonal, analytical, planning, staff management skills. Strong communication skills, both oral and written, including a proven ability to listen, clarify, and consult. Proven leadership skills with the ability to develop teams and work in a team environment. Proven ability to think strategically, act without supervision and problem-solve to meet customer expectations. As part of the recruitment process for this position, candidates may be required to take pre-employment tests and/or complete work simulation exercise to assess job fit.

What We Offer You

Health & Wellness Benefits, Pension Plan, Discounts  Team Incentive Bonus Paid Vacation with a Vacation Travel Allowance Work-Life Balance Community Involvement

As a safety conscious COR™ Certified organization, we have an established and comprehensive safety program. We expect all employees to participate in our organizational health and safety programs, adhering to all safe work procedures focused on continuous improvement.

Closing

Applications will be reviewed as they are submitted. Posting will remain active until the position is filled.

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