Head of Operations & Support

Job Description

Job Title

Head of Operations & Support

Department

M&MS

Position Type

Management

Job Location

Europe

Shift Timings

Working Day

Work Mode

Remote

Industry Type

Telecoms

Travel Required

Occasional

Why Us?

Telarix assists mobile operators worldwide to scale their Voice, SMS A2P, RCS business messaging, and application enablement services, including cloud numbers. Telarix is committed to developing the wholesale ecosystem and connecting the world’s largest operators and their partners profitably and effectively. We provide our customers with innovative automated wholesale solutions simplifying decisions and operational tasks, allowing them to strengthen existing business and discover new revenue opportunities.

Our success is built on diverse strengths across different teams, functions, and geographies summarised in our company values:

• Open collaboration
• Driving innovation
• Customer commitment
• Growth mindset
• Deliver results

Please visit our website to know more about us - https://telarix.com/

A Day in the Life of Head of Operations & Support:

As Head of Operations & Support, you will define, plan and deliver services to ensure 24x7x365 customer support and proactive value-add customer operational assistance to ensure overall customer satisfaction and retention, and maximise the commercial value of each customer under maintenance and managed services contract with Telarix.

So, how are we going to keep you busy?

• Hire, professionally develop, and retain a high-quality, high-intensity customer support team that is technically and operationally strong.
• Works closely and manages the GSOC to ensure perfect coordination of support requests.
• Ensures major improvements in internal and external communication through automation.
• Data analysis-driven, able to implement relevant measurements to proactively resolve issues and implement improvements.
• Calibrates support investment (staff, travel/living, tools).
• Reviews and adapts the entire scope of work of the M&MS organization to reinforce accountability and measure productivity and performance.
• Provides sales and marketing support when required for customer engagement and quarterly business reviews.
• Provides monthly and quarterly analysis of ongoing support performance (customer SLA, attrition risk analysis, attrition metrics, ticket trends, NPI, etc.).
• Develops automations and reviews existing/missing processes, ensuring respect and monitoring SLA performance and proactive actions.

What will make you eligible for this role?

Management History

• Experienced Operational Management ideally in International Voice Management
• Extensive knowledge of Voice Interconnection business
• In-depth understanding of Rating, Routing, Billing and Charging
• Comprehensive knowledge of technical trouble shooting
• Supervised a Support/Operational team member directly, with a global footprint
• Demonstrated tangible and measurable improvements in the last two positions, verified by reference checks.
• Successfully maintained a tenure of at least three consecutive years with the last employer.
• 5+ years of experience in managing a Support/Operational organization.
• Constant enthusiasm for learning new technologies.
• Technical qualification around SQL Server, troubleshooting, and/or debugging
• Documented cases of implemented optimizations and automation to enhance productivity.

Experience, that will be an advantage:

• Understanding of Zendesk Management System, implementing best practises to deliver the most complete customer experience, through automation and intelligence.
• Proficient in basic Finance, including budget, cost management, OPEX-CAPEX management, and ratio calculation.
• Exhibits clear and concise communication, capable of taking a helicopter view to resolve complex problems.

Limitation and Disclaimer:

The aforementioned job description is aimed to provide an overview of the overall type and level of work being performed for this role; it shouldn't be interpreted as a complete list of all obligations, responsibilities, and qualifications needed for the job.

In no way does this job description imply or say that these are the exclusive responsibilities of the employee holding this position.  Any additional job-related instructions or tasks that are requested by the manager must be completed by the employee.

Ready, set, apply!