Head of Operations – Support
Location
Portugal
Posted
21 days ago
Salary
0
Seniority
Lead
Job Description
Head of Operations – Support
TOMIA
• Define, plan and deliver services to ensure 24x7x365 customer support • Proactive value-add customer operational assistance to ensure overall customer satisfaction and retention • Maximize the commercial value of each customer under maintenance and managed services contract with Telarix • Hire, professionally develop, and retain a high-quality, high-intensity customer support team • Work closely and manage the GSOC to ensure perfect coordination of support requests • Ensure major improvements in internal and external communication through automation • Data analysis-driven, implement relevant measurements to proactively resolve issues and implement improvements • Calibrate support investment (staff, travel/living, tools) • Review and adapt the entire scope of work of the M&MS organization to reinforce accountability and measure productivity and performance • Provide sales and marketing support when required for customer engagement and quarterly business reviews • Provide monthly and quarterly analysis of ongoing support performance
Job Requirements
- 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.
Benefits
- Occasional travel
- Professional development opportunities
- Open collaboration
- Driving innovation
- Customer commitment
- Growth mindset
- Deliver results
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