Remote New

Portal Control Supervisor - SVT

Zayo Group
life insurance, vision insurance, parental leave, paid time off, 401(k)
United States, Colorado
Apr 18, 2026
Company 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 Supervisorto 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 CORE COMPETENCIES: Execution & Ownership Drives consistent execution of quoting workflows while maintaining accuracy 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 role requiring 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.