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Friday,
5 September 2008
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Vacancy Details
| Job Title: | | Operations Team Leader - (Mobiles / telecoms) | | | Reference: | | J001222 | | | Salary: | | 30000 | | | Description: | | Our clienis is a successful and expanding mobile communications company. There is now a vacancy in there Opearions departemnt for an Operations Team Leader. This is a key position in the company. The successful candidate will have team leader experience, be used to dealing with varied in-bound calls from customers, have experience of operating to defined SLA. You will need to be well presneted and have excellent communication skills. The role is about providing exceptional customer service in what can be a busy and presurised environment. It is not essential that you have been a Team Leader in a telecoms environmnet (but would be a plus) as the client will seriously consider canddiates who have done a similar role in different industries. Ideal living location is Surrey, Kingston upon Thames (nearest station Walton). This an excellent opportunity to join a leading telecommunications company.
Job Title Operations Team Leader
Reports To: Head of Operations
Job Holder's Name:
1. Job Purpose
To ensure that the day-to-day processes and functions of the Operations Team are delivered accurately and within measured timescales and to maintain a timely and professional response to all customer queries.
2. Responsibility
People: 6 Direct reports
Responsibility for all aspects of Operation performance including all system data integrity
3. Principal Accountabilities
- Lead and control all inbound and outbound calls through the Operations Team
- Lead and control all inbound and outbound generic and customer specific e-mail queries
- Ensure all orders, service requests, repairs, installations and credits are delivered within defined SLA's
- Control the distribution of all MIS reports, bespoke reports and commercial calculations
- Production of sales commission report and weekly connections and disconnections
- Implementing new processes in the operations environment
- Control and issue all weekly reports such as connections and disconnections
- Support key monthly meetings such as the debt and fixed line review meetings
- Stockpot management, rate card set up, new balances, month end reconciliations & customer statements and management of stock despatch for non stockpot accounts
- Control of the bespoke report requests
- Control of staffing levels operational team
- Preparation and implementation of all customer contracts including contract scanning, production of the customer welcome letters and any necessary network interface
4. Knowledge and Experience
- Highly developed interpersonal skills
- Strong PC skills with particular emphasis on Microsoft Excel
- Planning and organising skills
- Team management skills
- Strong communication skills
- Experience of working to tight deadlines and measured service levels
- Developed skills in customer service
- Ability to control a floor with a diverse stream of requirements
- Ability to change pace with the requirements of the business
5. Job Challenges
To take complex issues and brief to the team in a clear and concise manner to ensure a consistent message is conveyed across the business and to all customers. To lead and develop the department so that it operates at its optimum level enhancing systems and processes as the business evolves, ensuring that a high level of consistency is achieved.
6. Key Relationships
- Need to build strong relationships with both the sales and finance functions
- Ongoing communication with corporate accounts - both end users and administrator level
- Ongoing communication and planning with the account management team
- Some contact with external suppliers
| | | No of Positions: | | 1 | | | Consultant: | | Ed Bailey |
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