The Front Office Team Leader is responsible for managing a team of customer-facing staff within the front office of the customer XXX. This role ensures that all customer interactions are handled efficiently, professionally, and in alignment with company standards. The Team Leader will supervise day-to-day activities, Process Implementation, Manage-monitor FO team performance, and ensure high levels of customer satisfaction while supporting the achievement of company objectives.

1. As the Front Office leader, candidate shall be responsible for the NOC Operations of 5000+ sites network and act as the main interface of NOC.
2. Responsible for 1st level support for the entire domains of RAN, TXN, Infra and Power. Responsible to run and maintain the Surveillance, Fault Management, Change Management & Preventive Maintenance & Operation Support System functions.
3. Make new project readiness for operation, and start to operate the network in the initial phase, maintaining the network KPI's and achieving SLA's as per contractual requirements.
4. Establish, Lead, and manage a team of front office staff for 24x7 Front office Operations
5. Manage daily operations, ensuring the team adheres to established procedures and protocols
6. Provide training and development opportunities to ensure team members are up-to-date with product knowledge and customer service best practices.
7. Maintaining Working Level Agreements and Escalation procedures with all stake holders inc. third parties’ vendor/suppliers.
8. Collaborate with other departments to ensure smooth communication and end to end problem resolution.
9. Ensure the team is well-equipped with the necessary tools, systems, and training to effectively support customers
10. Coordinate and communicate with the customer, third parties and internal departments to fulfill the SLA/KPI
11. Periodic Reports generation related to NOC and its distribution to the management. & Customer, Performance evaluation of the NOC staff. Supervising and managing the NOC team.
12. Attending the appropriate Governance meetings with the customer,

• Bachelor’s Degree or above in telecommunication field or equivalent.
• Overall 5+ years’ experience in Telecommunications industry. Familiar with Mobile network O&M management of Telecom Operators/MSPs.
• At least 3 years’ experience of Front office Management in a customer facing role with proven track records.
• Expertise in the areas of E2E network Operation, NOC with strong understanding of O&M process, people transfer, change management.
• Good communication and interpersonal skills, able to coordinate with other departments to complete assignments
• Possess a strong leadership, motivation and communication skills, Good problem solver with highly developed management skills, Strong in analytical and organization skills and is detail oriented, Able to work independently in a rapidly changing environment.
• Excellent written, oral and listening skills in English