[Hiring] Portal Control Supervisor @Zayo Group

Role Description

Zayo is seeking a Portal Control Supervisor to be responsible for the day-to-day execution and oversight of digital quoting activities within Tranzact, ensuring timely and accurate quote delivery in support of Sales and customer outcomes. This role leads a team of Portal Control Specialists while also operating as a player-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-scope work. This role provides real-time direction, removes blockers, and steps into execution as needed to maintain throughput. 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 to maintain throughput.
  • Identify risks to SLA performance and take immediate corrective action, including direct execution support.
• Quote Execution & Player-Coach Support
  • Actively contribute to quote creation and validation through Tranzact (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.
  • Identify recurring 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 experience required.
• 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 of Tranzact or comparable quoting platforms strongly preferred.
• Experience operating in SLA-driven, high-volume environments.

Requirements

• CORE COMPETENCIES:
  • Execution & Ownership: Drives consistent execution of quoting workflows while maintaining accuracy and speed.
  • People Leadership: Leads frontline team performing structured operational work.
  • Problem Solving: Resolves straightforward issues using established processes and escalation paths.
  • Communication & Alignment: Communicates clearly across teams to ensure alignment on priorities and expectations.
  • Business & Process Acumen: Understands quoting workflows, product constructs, and downstream order impact.
  • Scope & Complexity: Operates within defined processes and systems, focused on daily execution and team oversight.

Benefits

• Excellent Health, Dental & Vision Insurance
• Retirement 401(k) Savings Plan
• Generous paid time off policy including paid parental leave