Description The primary role of this job is to lead the external and internal CMEG customer facing teams for the Telecommunications department including the Service Order Group and Operator Services Group. This role coordinates support efforts and escalation with other groups when necessary to insure proper service levels are met. They will also document standard operating procedures pertaining to technical services operation and monitor the timely completion of all requests and/or problems. This role manages and insure adequate staffing levels and provides ongoing training.
Manage the Service Order Group ??? Includes processing orders for Telecom services for Trading Floor customers and staff ??? Maintenance of the customer and staff billing accounts ??? Billing of services to customers with accurate inventory management ??? Closing of the monthly billing cycle for billable and non-billable services to staff and customers along with distribution of those invoices ??? Centralized point of contact for customer Telecom troubleshooting
Manage the Staff Cellular Program ??? Includes device distribution, repairs, upgrades, international travel plans, auditing, cost benefits, adhering to data device retention policies ??? Working with numerous mobile service providers across the globe on a regular basis to manage contracts, Apple DEP enrollment, manage hardware inventory. ??? Working with internal teams to support MDM (Mobile Iron) ??? Management of enterprise mobile process with non telecom staff support in numerous locations (ex: India, Belfast, APAC)
Manage the Operator Services ??? Includes processing of 900 weekly calls, switchboard application and general customer service ??? Manage the enterprise audio conferencing services ??? Responsible for policy and procedures for these groups and services ??? Responsible for budget support
Skills and Software Requirements:
??? Excellent communication skills ??? Proficient in Microsoft Excel ??? Detail oriented ??? Flexibility in managing non U.S. processes and employees ??? Vendor management and contract negation experience
CME Group: Where Futures Are Made
CME Group (www.cmegroup.com) is the world's leading derivatives marketplace. But who we are goes deeper than that. Here, you can impact markets worldwide. Transform industries. And build a career shaping tomorrow. We invest in your success and you own it, all while working alongside a team of leading experts who inspire you in ways big and small. Joining our company gives you the opportunity to make a difference in global financial markets every day, whether you work on our industry-leading technology and risk management services, our benchmark products or in a corporate services area that helps us serve our customers better. With 3,500 employees located around the world, we're small enough for you and your contributions to be known. But big enough for your ideas to make an impact. The pace is dynamic, the work is unlike any other firm in the business, and the possibilities are endless. Problem solvers, difference makers, trailblazers. Those are our people. And we're looking for more.