Team Lead-Porting

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Job Summary:

Porting Team Lead

This leadership role requires hands-on experience in UK voice porting, team coordination, stakeholder communication, and excellent problem-solving abilities.

Key Responsibilities:

Team Leadership & Coordination

• Lead, coach, and support a team of porting specialists, ensuring daily tasks are completed within SLAs.
• Allocate work effectively and ensure team coverage, especially during peak loads or leaves.
• Monitor performance, track KPIs, and support the team with training and development.

Porting Process Management

• Oversee and manage the full number porting cycle — validation, submission, carrier coordination, and activation.
• Ensure compliance with regulatory standards (Ofcom) and internal company policies.
• Manage and resolve complex porting escalations, both internal and external.
• Review and verify documentation and submissions for completeness and accuracy.

Communication & Escalation Handling

• Maintain clear communication with customers on porting progress, delays, or required actions.
• Collaborate with carriers (BT, TalkTalk, Openreach) and internal Voice Engineering teams for smooth execution.
• Escalate delays or issues to the Operations Manager or supplier contacts where necessary.

System & Data Management

• Ensure all porting updates are accurately reflected in internal tools (e.g., Service Now, One Desk, Myriad, TCCS).
• Maintain documentation, process logs, and change records for audits and transparency.
• Collaborate with the Billing Team to ensure correct handover and post-port billing actions.

Process Improvement & Reporting

• Identify and implement process enhancements to improve accuracy and turnaround time.
• Share weekly team updates, incident reports, and porting statistics with leadership.
• Participate in cross-functional meetings to align on wider service delivery goals.

Qualifications and Experience:

• Bachelor's degree in Telecommunications, Information Technology, or equivalent practical experience.
• 5+ years of hands-on experience in number porting and provisioning, with at least 1 year in a leadership or senior role.
• Strong understanding of Ofcom porting guidelines, geographic and non-geographic number porting.
• Proficiency in systems such as Myriad, TCCS, One Desk, and carrier portals (BT, TalkTalk).
• Excellent communication, team leadership, and escalation management skills.
• Highly organized, proactive, and able to manage multiple priorities under pressure.

Preferred Skills:

• Familiarity with SIP, VoIP, and other telecom protocols.
• Previous experience working in a managed service or telecom provider environment.

Why Join Sphere Global?

• Be part of a rapidly growing and customer-focused telecom organization.
• Lead critical operations with visibility across senior management.
• Work in a collaborative and supportive environment.
• Enjoy career growth opportunities with access to regular training and development.