Team Leader Voip, Premium Network Services

hace 2 semanas

Barcelona, España Emprego ES A tiempo completo

Colt provides network, voice and data centre services to thousands of businesses around the world, allowing them to focus on delivering their business goals instead of the underlying infrastructure.

**Location**:Barcelona

**Role purpose**

To manage the Premium Network Services (PNS) team based in Barcelona, Lisbon, Gurgaon and Bangalore to provide a best in industry customer support experience for our valued customers.
- Manage a team of lead engineers with responsibility for fault diagnosis, isolation and resolution.
- Support the delivery of best-in-class customer service.
- Working as part of the wider PNS management to ensure the provision of excellent customer support, including optimising resource levels and continuous improvement of performance and process.
- Monitor and support the team in terms of technical skills and compliance with current and new processes.
- Assist with fault escalations and manage the customer communication when necessary.
- Perform quality checks on the team incidents and make sure standards are being met by the team.

**Key accountabilities**
- Lead, develop and motivate the team.
- Improving the customer relationship.
- Build capability and talent within the team by hiring the right people, coaching the team and identifying appropriate development opportunities.
- Direct line management, including performance management, of lead engineers and technical analysts
- Build a strong team spirit and foster a collegiate approach.
- Ensure that both job holder and team understand and demonstrate Colt's values in their behaviour.
- Build strong relationships with internal customers and other Colt teams.
- Adhere to operational KPIs and operate within agreed financial parameters.
- Effective prioritisation and queue management.
- Act as escalation point.
- Share knowledge across the team/s.
- Provide training and coaching to others, on both a formal and informal basis to assist with the ongoing development of the team.
- Participate in the shift rota as required.

**Role specific requirements**

Skills & Experience
- Extreme focus on customer experience in a technical environment.
- Highly proactive approach to issue resolution and prevention.
- Strong team building and leadership experience.
- Adept at building productive relationships.
- Able to objectively analyse complex information.
- Proficient in English language skills (spoken and written).
- Excellent customer service/support skills (empathy, patience, care, etc....)
- Able to display strong team spirit, a positive attitude and a willingness to help and learn new things.
- Excellent understanding of ITIL Incident, Problem, Change and Service Request.
- Knowledge of VoIP and related Colt products..

**Qualifications**:
Degree qualified or equivalent experience of managing high profile business customers in a complex technical environment.

**Job Segment**:Data Center, Manager, Telecom, Telecommunications, Network, Technology, Management

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