Team Lead

Role & responsibilities

• Responsible for the end-to-end operations delivery
• End to End ownership of planning, commissioning & recording of FTTC / FTTP / complex copper Network
• Acts as an interface between the client team and operations delivery team for any day-to-day issues in operations
• Ensure adherence to SLAs, meeting Customer CPMs on Productivity, Quality, Utilization etc... and improve operational performance
• Identify process improvement areas and take initiatives to improve operational metrics like productivity, quality, TAT, etc.
• Provide coaching and feedback to team members to enable them to improve their performance
• Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements
• Drive reward and recognition activity on the floor
• Client management and drive client feedback
• Ensure compliance with internal policies and procedures, external regulations and information security standards
• Liaise with sales and solution design team to grow the account in similar lines of business
• Create a workforce requirement plan for the engagement when the team is growing and future business is expected
• Hold appraisal for the Process leaders and Team leaders in the Hierarchy .
• Drive people initiatives, Ideations, and Projects by team or by customers
• Meeting the SLA of Attrition, Shrinkage, and driving Floor level Initiatives
• Ideally some experience as a line manager, or significant experience as a Subject Matter Expert in the Fiber Network Delivery field

Preferred candidate profile

• Good Interpersonal & people management skills with good problem solving approach.
• Need to handle a span size of 100-150 heads
• Excellent verbal ,written communication & presentation skills
• Need to have sound customer service skills and soft skills with prime focus being on customer satisfaction
• Good working knowledge of computer i.e., MS-Office, Operating Systems, internet services & Online tools
• Excellent analytical skills for MIS, number crunching & reporting to internal / external customers, problem-solving, decision-making & management skills
• Ability to exercise managerial judgment and perform as a mentor
• Ability to handle stressful situations / Should have patience and not be overawed by difficult situations / Situation handling skills
• Leadership skills / Team Management Skills
• Knowledge of Client and end user requirement (Before starting floor management).
• Basic understanding and ability to trouble shoot issues and implement change as needed
• Basic knowledge of forecasting and scheduling techniques, operation policies and procedures and MIS
• Ability to drive results against SLA performance indicators

Good to have skills:

• End to End Telecom Journey Knowledge including Infrastructure
• E2E of Telecom Provisioning / Repair / Engineer Planning ,Allocation and Fiber Network Delivery projects / process, record all Network which includes recording, planning and connectivity for complex copper & fiber network, designed to manage the spatially related data.