China onlyCompany Description
Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 141,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo’s communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.
Zayo is seeking a Portal Control Supervisor to be responsible forthe day-to-day execution and oversight of digital quoting activities withinTranzact, ensuringtimelyandaccuratequote delivery in support of Sales and customer outcomes. This role leads a team of Portal Control Specialists while alsooperatingas aplayer-coach, directly contributing to workload during periods of high volume or capacity constraints.
Our Portal Control Supervisor owns queue health, SLA adherence, and quality standards across all in-scopework. This role provides real-time direction, removes blockers, and steps into execution as needed tomaintainthroughput. The Supervisor partners closely with Sales, Solution Engineering, Order Validation, Product, and vendor teams to resolve quoting issues, manage escalations, and support continuous improvement efforts.
RESPONSIBILITIES:
Queue & SLA Management
Own daily queue health across Case and Quote pipelines, ensuring alignment to SLA targets.
Monitor workload distribution and dynamically rebalance assignments tomaintainthroughput.
Identifyrisks to SLA performance and take immediate corrective action, including direct execution support
Quote Execution & Player-Coach Support
Actively contribute to quote creation and validation throughTranzact(single and bulk.)
Troubleshoot quoting errors using established workflows and known system behaviors.
Support team capacity by absorbing workload as needed to ensure SLA and quality adherence.
Lead by example in execution standards, accuracy, and turnaround time.
Team Leadership & Performance Management
Provide daily direction and prioritization for Portal Control Specialists and vendor resources.
Reinforce adherence to defined processes, SLAs, and quality expectations.
Conduct regular coaching, performance feedback, and onboarding support.
Drive accountability to team-level KPIs including volume, quality, and cycle time.
Cross-Functional Partnership
Act as primary point of contact for quoting-related inquiries, escalations, and workflow alignment.
Coordinate with Sales, SE, and OV teams to ensure clear intake, prioritization, and execution of requests.
Ensure escalations follow defined pathways and are resolved within expected timelines.
Process Adherence & Continuous Improvement
Ensure consistent application of standardized workflows and intake requirements.
Identifyrecurring issues or inefficiencies and escalate opportunities for automation or process enhancement.
Provide feedback on system performance, defects, and reporting gaps.
Reporting & Operational Visibility
Track and communicate team performance against SLAs and operational KPIs.
Provide visibility into queue health, risks, and trends to leadership.
Support development and refinement of reporting to improve decision-making and throughput
QUALIFICATIONS:
Bachelor’s degree or equivalent experiencerequired.
Minimum of four (4) years of experience in telecom, sales support, quoting, or order management environments.
Prior experience leading or mentoring team members preferred.
Working knowledge ofTranzactor comparable quoting platforms strongly preferred.
Experienceoperatingin SLA-driven, high-volume environments
CORE COMPETENCIES:
Execution & Ownership
Drives consistent execution of quoting workflows whilemaintainingaccuracy and speed.
Willingness and ability to step into the work to support team throughput
People Leadership
Leads frontline team performing structured operational work.
Provides clear direction, removes blockers, and reinforces accountability
Problem Solving
Resolves straightforward issues using established processes and escalation paths.
Recognizes when to escalate more complex or ambiguous issues
Communication & Alignment
Communicates clearly across teams to ensure alignment on priorities and expectations.
Facilitates efficient information exchange across Sales, SE, OV, and Product
Business & Process Acumen
Understands quoting workflows, product constructs, and downstream order impact.
Recognizes how quoting accuracy and speed impact revenue realization and customer experience
Scope & Complexity
Operates within defined processes and systems, focused on daily execution and team oversight.
Balances leadership responsibilities with direct contribution to operational workload
WORK ENVIRONMENT:
High-volume, SLA-driven operational environment supporting pre-sale workflows.
Requires ability to prioritize across competing demands and manage real-time execution risks.
Player-coach rolerequiring both leadership and hands-on execution to support team capacity.
Estimated Base Salary Range: $59,800.00 - $92,000.00 USD/annually.
The base pay range shown is a guideline and reasonable estimate for this role. It takes into account the wide variety of factors that are considered in making compensation decisions. Actual compensation offered may vary from the posted range based upon geographic location, work experience, skill level, certifications, and other business and organizational needs. Non- sales roles may be eligible to participate in a discretionary annual incentive plan. Sales roles may be eligible to participate in a sales incentive plan.
Additionally, this position may be eligible for certain benefits, such as health insurance, life insurance, disability retirement plans, paid time off.
The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.
Benefits, Rewards & Wellness
Excellent Health, Dental & Vision Insurance
Retirement 401(k) Savings Plan
Generous paid time off policy including paid parental leave
Zayo provides equal employment opportunities to all 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, provincial or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
United States
United Kingdom only
AU, BR + 19 more
AF, AM + 49 more