Team Leader

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Tasks and Responsibilities:

• Lead by example, motivate and manage the Incident/Event Management/Service Request fulfilment (Customer Technical Support) team comprising of Analysts and Specialists.
• To ensure compliance to KPI’s QS, DA20, GTR, customer satisfaction and operational excellence
• To facilitate the restoration of normal operational service with minimal business impact on the Customer within agreed service levels agreements and business priorities
• Close follow-up of activity by ensuring all incidents/inquiries are analysed, processed and resolved or sent to appropriate next level of support in a timely and effective manner.
• First point of contact for escalations, manage escalations and ensure that they are dealt with in a timely manner

Qualifications:

• Degree in Telecommunications / Electronic / Communications / Computer Science and / or equivalent experience
• Master Degree or managerial degree would be an advantage. 

Experience & Specialist Knowledge:

• Minimum of 2 years supervisory/managerial experience of a technical team in a customer service environment.
• Expertise in TOIP, VOIP, XOIP and IPBX would be a definite advantage
• Sound knowledge of Networking
• Troubleshooting and analytic skills is a must
• Knowledge of Office (Word, Excel, Powerpoint) tools is a must
• Good interpersonal skills
•  Excellent Written and Spoken French required