Job Summary

This role ensures the delivery of customer satisfaction targets and efficient telecom network processes by managing a team focused on post-sales operations. The individual drives SLA adherence, process compliance, and team performance, while fostering continuous improvement and handling complex customer issues. They serve as a primary point of escalation for operational challenges, coordinate closely with internal stakeholders, and champion team development and engagement initiatives.

Key Responsibilities

1. Oversee telecom network customer satisfaction management by monitoring SLA-driven workflows, analyzing customer network performance data using standard telecom reporting tools, and ensuring timely resolution of service issues.
2. Guide the team in addressing complex service availability incidents by applying advanced troubleshooting techniques and leveraging solution mindset methodologies.
3. Manage process compliance and regulatory controls in telecom network operations, implementing updates to risk controls and ensuring all activities adhere to internal and external requirements.
4. Facilitate regular team reviews, provide coaching on telecom process best practices, and promote upskilling through targeted training aligned with organizational goals.
5. Collaborate with sales, solutions architecture, and IT teams to ensure seamless order delivery, proactively identify process bottlenecks, and support transitions for new business initiatives.
6. Lead customer communications for escalated operational matters, ensuring expectations are managed and satisfaction metrics are met or exceeded.
7. Track rolling revenue forecasts and cost management within the telecom process area, identifying opportunities for business growth and operational efficiency.

Skill Requirements

1. InDepth Knowledge Of Telecom Networking Operations And Customer Satisfaction Management Tools.
2. Solid Understanding Of Telecom Sla Management, Regulatory Compliance, And Risk Controls.
3. Strong Communication Skills For Effective Team Guidance And Customer Interaction.
4. Solution Mindset With Demonstrated Ability To Resolve Complex Operational Issues.
5. Proficiency In Data Analysis And Telecom Network Performance Reporting Tools.
6. Experience In Process Improvement And Team Coaching Within A Telecom Environment.

Other Requirements

1. ITIL Foundation certification (optional but valuable).
2. TM Forum or similar telecom process management certification (optional).