Colt provides network, voice and data centre services to thousands of businesses around the world, allowing them to focus on delivering their business goals instead of the underlying infrastructure.
Role title :
Number Porting Administrator
Colt Level : PT2 Core
Operations and Engineering
Reports to :
Manager- Voice Service Delivery
Location : Sibiu
Help COLT to secure and increase the revenue by making sure that COLT policies are followed.
Contribute to customer satisfaction by providing honest and clear communication to the customer and showing proactivity.
Registering and documenting in the tools, ensuring the accuracy of the information.
Scheduling and coordination of Number Porting’s with customers and other carriers for Colt's Voice products in good quality & within agreed SLAs
Verify the porting requirement raised by colt customers for various voice products like Voice line, SIP Trunking, Number Hosting, etc
Initiate porting request with carriers / Local PTT & regularly follow-up to see the progress & finalize porting date.
Notify COLT customers related to scheduling of their Number Porting request.
Porting rejection management in coordination with customer & other carriers.
Coordinate internally with various internal teams like Sales, Ordering, Configuration management, Project management etc whenever there is a requirement.
Update colt’s main databases.
React to escalation as per business priority
Attend regular calls with customers as applicable.
Flexible to work on Bank Holidays as per business needs.
Strong organizational skills (ability to organize own workload with the given prioritization guidelines) and a quick learner.
Good communication skills, English & German (Verbal & Written both)
Good MS office or similar product know how ("Computer Literate")
Willingness to learn and develop skills to learn multiple countries porting requests.
Customer service experience in multinational company
Ability to deal with written customer requests Strong customer satisfaction attitude
Flexibility in order to absorb changes in processes and the company structure easily
Ability to work on multiple cases simultaneously
Flexibility to work effectively within a team, cross-team or individually
Experience in working with order processing systems and ticket tools is an advantage.
Other accountabilities (optional)
Key performance indicators (financial and non-financial)
Ensuring completion of requisite tasks as per customer expectations and within agreed SLA.
Ensuring that all the relevant tasks are completed with high Quality Standards and
First Time Right
Delivery KPI’s to be maintained as per the norms
Relationships and key contacts
Coordinate and maintain relationship with key stakeholders which includes Central ordering team, Order processing, Sales, Service Contract managers, Delivery teams, TRC, TAC, Billing teams etc
Role specific requirements
Skills & Experience
The ideal candidate should have Industry experience (2.0 5.0 years)
Completes tasks, meeting all agreed standards of delivery.
Excellent communication along with listening skills to clearly communicate, influence and understand the requirements clearly without any ambiguity
Ability to work well under pressure and meet tight deadlines.
Personal focus on continuous improvement and innovation.
Excellent interpersonal skills : able to coordinate effectively within virtual team spread at many locations and across the different teams in India and Europe
Ability to critically analyse the things from various perspectives
Ability to understand highly complex processes and conceptualize those.
Demonstrates excellent decision-making skills and is focused on success.
Displays a high level of initiative and works proactively
Be aware of colt information security, business continuity, quality and other ISO or equivalent policies / industry standards and discharge duties against them as appropriate.
Identify risks related to process and information security and treat / mitigate the same as appropriate
What we offer :
Colt is a growing business that is investing in its people. We offer skill development, learning pathways and accreditation to help our people perform at their best, regardless of role and location.
In addition to offering competitive salaries and incentive plans, a range of benefits and local rewards packages are offered to staff.
Colt recognises the importance of a work life balance.
Some benefit examples are :
Flexible working and relaxed dress code
Two days annually to spend on volunteering opportunities
Private medical insurance
Access to a virtual business school for on-going learning