Hosted Support Team Lead — Telecoms

Ser-; Crewe; On-site; GBP 40,000 - 50,000; Full time

Benefits offered by this job

Company bonus up to £3600 per year

22 days holiday

Bank holidays

Christmas shutdown

Job summary

SER-IN in Crewe is seeking a Hosted Customer Support Team Manager to lead a growing team of six agents and oversee the day-to-day operations of our telecoms and hosted support services.

You will manage agent workflows, monitor ticket responsiveness, and ensure smooth go-lives while acting as the escalation point for complaints and driving training and coaching programs to deliver a best-in-class customer experience.

Qualifications

• Experience working on systems including – Yeastar, Gamma Horizon and Webbex Hosted platforms.
• Knowledge around connectivity.
• Managing a team of support agents.
• Leading from the front, making executive business decisions and ensuring your team are giving the best possible customer experience.

Responsibilities

• Leading a team of 6 agents (which is growing)
• Managing agents workflow
• Monitoring tickets to ensure all have been responded to in a timely and professional manner
• Ensuring go-lives go smoothly
• Being the escalation point for any complaints
• Hiring, training and coaching for the team

Skills

Team leadership

Ticket monitoring

Escalation management

Hiring & coaching

Tools

Yeastar

Gamma Horizon

Webbex Hosted

Job description

SER-IN in Crewe is seeking a Hosted Customer Support Team Manager to lead a growing team of six agents and oversee the day-to-day operations of our telecoms and hosted support services.

You will manage agent workflows, monitor ticket responsiveness, and ensure smooth go-lives while acting as the escalation point for complaints and driving training and coaching programs to deliver a best-in-class customer experience.