Assistant Unit Manager – Wireless Fulfillment Team Lead

About the role

The Assistant Unit Manager for Wireless Fulfillment leads a team that processes mobile device and service orders, ensuring exceptional customer experiences while meeting contractual Service Level Agreements (SLAs). The role supports client service delivery teams and maintains relationships with customers, carriers, and internal stakeholders.

Key responsibilities

• Act as the first escalation point for all team members.
• Train new and existing team members on processes and tools.
• Recommend and implement load‑balancing across the team.
• Monitor order status, queue times, and daily performance metrics.
• Achieve daily goals and meet SLA targets using a “swivel chair” approach.
• Provide performance reports and improvement recommendations to supervisors.
• Resolve order and carrier issues related to client requests.

Required profile

• Flexible availability to work Monday‑Friday between 7:00 am and 7:00 pm, with occasional weekends.
• Minimum 4 years of relevant work experience.
• High school diploma or equivalent.
• Telecom or wireless experience is a plus.
• Understanding of carrier contracts or telecom devices is a plus.
• Order placement experience highly desired.
• Training experience and multilingual ability are advantageous.

Required skills

• Proficiency in data entry.
• Strong email communication skills.
• Microsoft Office suite (Word, Excel, Outlook, PowerPoint).

What we offer

• Hybrid work model (remote and onsite).
• Opportunities to lead complex technical and business projects.
• Ability to set work priorities based on managerial direction.