Job Summary

The Tower Lead for Support & Operations plays a critical role in managing escalations, ensuring timely resolution, and delivering services in accordance with the Statement of Work (SOW). This position is key in driving operational excellence and customer satisfaction while implementing strategic initiatives that enhance service delivery and profitability.

Key Responsibilities

1. Generate Tower Level Ee & En Revenue By Leveraging Voice - Avaya Technologies And Optimizing Resource Allocation For Improved Service Delivery.
2. Ensure All Escalations, Crises, And Tasks Are Resolved In Compliance With Agreed Service Level Agreements (Slas) By Coordinating With Cross-Functional Teams And Utilizing Effective Communication Strategies.
3. Oversee Operational Hygiene By Validating Reports Generated Through Voice - Avaya Systems, Ensuring Accuracy In Service Delivery As Per The Sow.
4. Promote Customer Satisfaction By Implementing Frameworks That Enhance Service Quality And By Fostering A Culture Of Continuous Improvement Within Operations.
5. Implement Profit Improvement Plans (Pip) By Exploring Automation Opportunities And Driving Self-Initiated Projects That Enhance Efficiency In Support Operations.

Skill Requirements

1. Proficient In Voice Avaya Technologies And Operational Frameworks.
2. Solid Understanding Of Service Level Management And Escalation Protocols.
3. Strong Analytical Skills For Report Validation And Operational Performance Analysis.
4. Experience In Customer Relationship Management And Satisfaction Improvement Strategies.
5. Familiarity With Automation Tools And Methodologies To Enhance Operational Efficiency.

Other Requirements

1. Optional But Valuable Certifications: Avaya Certified Implementation Specialist (Acis), Avaya Certified Support Specialist (Acss)