Support Operation Team Leader

Description

A result-driven team leader to be responsible for monitoring and supervising a team of Engineers providing level 2/3 support and Professional Services to customers across EMEA, making sure we achieve the organization’s objectives. lead by setting a good example and engage the team to achieve goals.

Be responsible for providing guidance, instruction, training,

and leadership skills to inspire the team to perform at their optimum Be the

contact point for all team members with excellent communication skills.

Be able to act proactively to ensure smooth team operations and

effective collaboration.

The position involves the following responsibilities:

- Create an inspiring team environment with an open

communication culture.

- Team objectives and goals are met.

- Delegate tasks and set deadlines.

- Oversee day-to-day operation.

- Monitor team performance and report on metrics.

- Motivate team members.

- Discover training needs and provide coaching.

- Listen to team members’ feedback and resolve any issues or

conflicts.

- Recognize high performance and reward accomplishments.

- Encourage creativity and risk-taking.

- Liaison between the customer base and internal teams

- Address customer concerns in reference to products, services

rendered or employee interactions.

- Escalation point (sales/customers/management)

- Coordinate and lead activities during off-hours.

Requirements

Min. 3 years’ experience in a customer-facing managerial role.

- Proven work experience as a team leader or manager

- Strong understanding of business goals and standards for

customer service

- In-depth knowledge of performance metrics

- Excellent communication and leadership skills

- Organizational and time-management skills

- Decision-making skills

- Must be familiar with support processes and its requirements.

- Ability to communicate effectively with senior management,

other departments and peers

- Excellent English written and oral communication skills.

- Experience writing technical documents and creating

presentations (such as RCA, quarterly reviews, KPI metrics)

- Bachelor’s degree Engineering or University Diploma in

Telecommunications, Electrical Engineering, Computer Science or Management.

Advantages:

- Working with Microsoft Unified Communications solutions

(TEAMS)

- SBC experience, Working with Sonus Networks, Acme Packets,

AudioCodes, Avaya, Cisco, Patton, Sangoma technologies or solutions.

- Data Networking and Telephony In-depth experience

- Working in an OEM/Vendor or Service Provider, dealing with

Telephony, ACD, PBX, Voice Communication systems or solution