Hosted Support Manager - Telecoms & Connectivity

Solutions Engineering Recruitment; England; On-site; GBP 40,000 - 50,000; Full time

Benefits offered by this job

22 days holiday

Bank holidays

Christmas shutdown

Job summary

Solutions Engineering Recruitment is seeking a Hosted Team Manager for our telecoms and hosted support operations in Crewe. You will lead a small but growing team of six agents, ensuring timely responses, smooth go-lives and high customer satisfaction.

The ideal candidate has hands-on experience with Yeastar, Gamma Horizon and Webbex Hosted platforms, a solid understanding of connectivity, and a proven track record hiring, training and coaching support staff.

Qualifications

• Experience leading a hosted support team.
• Proven ability to manage agent workflow and workload.
• Strong focus on customer experience and issue resolution.
• Experience with hosted platforms Yeastar, Gamma Horizon and Webbex.

Responsibilities

• Lead a team of 6 agents (growing) and manage daily operations.
• Oversee agent workflow and ticket handling to ensure timely responses.
• Ensure Go-Lives run smoothly and issues are resolved.
• Serve as escalation point for complaints and complex cases.
• Hire, train and coach team members to maintain service quality.
• Monitor performance and implement process improvements.

Skills

Team leadership

Agent management

Customer experience

Escalation handling

Hiring & training

Tools

Yeastar

Gamma Horizon

Webbx Hosted (Webbex)

Job description

Solutions Engineering Recruitment is seeking a Hosted Team Manager for our telecoms and hosted support operations in Crewe. You will lead a small but growing team of six agents, ensuring timely responses, smooth go-lives and high customer satisfaction.

The ideal candidate has hands-on experience with Yeastar, Gamma Horizon and Webbex Hosted platforms, a solid understanding of connectivity, and a proven track record hiring, training and coaching support staff.