Detalle de la Oferta

Descripción de la Oferta

GENERAL DESCRIPTION OF POSITION

The Telecom Team Lead is responsible for supervising and guiding a team of telecom specialists, ensuring high-quality service delivery, operational efficiency, and adherence to service-level agreements (SLAs). This role combines people leadership, technical oversight, and performance management to support telecom operations such as network monitoring, customer support, or telesales.

ESSENTIAL DUTIES AND RESPONSIBILITIES
• Lead, coach, and mentor a team of telecom agents/engineers
• Conduct performance evaluations, 1:1s, and development plans
• Foster a positive, high-performance team culture
• Support hiring, onboarding, and training of new employees

Operation and service delivery
• Oversee daily operations (calls, tickets, network monitoring, or field tasks)
• Ensure compliance with SLAs, KPIs, and quality standards
• Monitor productivity, attendance, and service metrics
• Manage schedules and ensure adequate coverage (often 24/7 in telecom)

Technical Oversight (Telecom/NOC/Support)
• Act as first point of escalation for technical or service issues
• Support troubleshooting of network, connectivity, or telecom systems
• Ensure timely resolution of incidents and minimize downtime
• Monitor key metrics such as MTTR (Mean Time to Repair)

Performance & Reporting
• Track and analyze team KPIs (quality, productivity, SLA adherence)
• Prepare reports for management and stakeholders
• Identify trends and implement improvement plans
• Drive continuous improvement initiatives

Customer Experience & Quality
• Ensure high customer satisfaction and service quality
• Handle escalated customer complaints or critical issues
• Implement quality assurance processes and feedback loops

Process Improvement
• Identify operational gaps and recommend solutions
• Optimize workflows, scripts, or technical processes
• Collaborate with cross-functional teams (IT, QA, Training)

REQUIREMENTS
• Previous Experience in the help desk and telecom field.
• 2- or 3-year degree in a computer science/engineering area of study.
• At least between 3-5 years of experience managing teams.
• Between 3-5 years working in telecom support
• Working knowledge of basic networking skills such as switching, routing, IP addressing, etc.
• Knowledge of telecom systems, networking, or VoIP
• Familiarity with NOC operations or call center tools
• Understanding of SLAs, KPIs, and performance metrics
• Fluent English-speaking skills (great tonality) – Listening.

QUALIFICATIONS
• Ability to communicate clearly and effectively in English.
• Customer focused with dedication to customer satisfaction.
• Self-starter and willingness/ability to learn quickly in a fast-paced environment.
• Excellent interpersonal, oral, and written communication skills.
• Team-oriented, self-starter, able to operate with minimal supervision.