Team Leader – Voice Operations Manager

The Voice Operations Manager has extensive experience delivering excellent customer service across a diverse range of critical clients and technologies and managing, leading, motivating and developing high performing multi-skilled technical teams.

Job title:

Team Leader – Voice Operations Manager

Job Description:

Supporting telecommunications systems using the technology applicable to the end user = Avaya / Mitel/ Oracle / Genesys /Microsoft / Cisco et. Successfully lead the Voice Operations teams, driving a culture of service excellence and continuous improvement with the objective of delighting our customers. Accountable for providing high quality operational support services to the levels defined within the customer contracts. Develop and implement strategies to optimise telecommunications system performance. Maintain the high availability of all customer critical services, ensuring all operations are carried on in an appropriate, cost-effective way. Day to day management of Voice Engineers, including effective leave management and workforce planning. Managing team performance, compliance, and development . Improve operational management systems, processes and best practices. Formulate strategic and operational objectives. Manage budgets and forecasts and examine financial data and use them to improve profitability. Collaborate with other IT professionals to integrate telecommunications systems with other enterprise systems, such as email and instant messaging.