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Operations Team Leader

COVE RECRUITMENT LTD
Job LocationMagor
EducationNot Mentioned
Salary30,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent,full-timeB

Job Description

  • Job Title: Operations Team Leader
  • Shift Pattern: 4 on 4 off
  • Hours: 2x Days - 08:00 - 18:00 2x nights 18:00 - 08:00
  • Location: Magor
  • Salary: £30,000
Whats on Offer:
  • Free Parking
  • State of the art working environment
  • Progression Opportunity
  • Royal London Pension
  • Life Assurance Scheme
  • Westfield Health - health cash back plan
Cove Recruitment are proud to present a fantastic opportunity to join a forward-thinking market leader in their field. The Network Operation Centre (NOC) provides its customers with network monitoring, Global engineering resources and associatedtechnical services. Based in South Wales, the NOC is staffed by highly trained professionals on a 24x7x365 basis and has well-established methods and procedures.The Role:The role of the NOC Team leader is to provide leadership to the shift teams, acting as a point of escalation to ensure that customer SLAs/KPIs are met or exceeded. The NOC "Shift" Team leader will be accountable for the delivery and achievement of the customerSLAs. The NOC Team Leader must be clear and concise in all forms of communications.Key Objectives:
  • Manage and achieve the customer SLAs and KPIs.
  • Ensure all required site visit reports & customer part returns are completed according to customer contractual agreements.
  • Complete root cause analysis, implementing improvement actions where required.
  • Ensure that all NOC and customer reports are correctly completed by 5th day of each month.
  • Effectively lead and manage the NOC shift teams on a day-to-day basis.
  • Act as first point of escalation for the NOC teams, internal and external customers.
  • Complete customer incident reports as required within agreed timescales.
  • Work with the shift team to review options to meet SLAs, assess priorities and make decisions on the course of action to follow.
  • Where applicable, ensure that the customer specific e-mail accounts are monitored and actioned, and that third-party tickets are monitored and chased according to SLAs and guidelines.
  • Train, advise, coach and mentor team members; set objectives, hold regular one to one review, monitor individual performance and complete mid-year and annual appraisals.
  • Provide input to training needs, provide training where possible, and arrange for internal training with colleagues and other departments where necessary.
  • Ensure that the company and customer fault management systems are 100% accurate and up to date at all times in terms of contract management, site information, database administration and training.
  • Monitor and redistribute workload as required within the NOC teams
  • Drive the teams to deliver the best-in-class customer experience and exceptional customer service for all clients.
Competency: Skills/Knowledge/Qualifications:
  • Previous Help Desk experience an advantage.
  • Previous experience of leading a team essential.
  • Ability to build and maintain good working relationships both internally and externally.
  • Analytical problem solver.
  • Excellent communication skills, both verbal and written English.
  • Ability to remain calm under pressure.
  • PC literate, especially Microsoft Office.
  • Self-assured in contact with customers, sub-contractors, suppliers, and internal resource.
Whats on Offer:
  • Free Parking
  • State of the art working environment
  • Progression Opportunity
  • Royal London Pension
  • Life Assurance Scheme
  • Westfield Health - health cash back plan
Diligence and attention to detail are also key skills along with ability to multi-task and prioritise work appropriately.This is a newly acquired position due to growth of the company. This is an exciting time to join this Business and become part of a young and vibrant team where the career and progression opportunities are endless!If you can see yourself working in a futuristic state of the art building, working alongside like-minded people and have the aspirations to grow then please apply to us today at Cove Recruitment or give us a call to find out more!#teamleader #customerservice #callcentre #operations #networking #helpdesk #networkoperations #telecoms

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