Provisioning Team Leader

2 weeks ago


Johannesburg, Gauteng, South Africa Believe Resourcing Full time

About our client:

Our client is UK's most awarded and fastest-growing next-gen Telco/VoIP provider for small
businesses. They offer high-quality, cost-effective digital business phone systems and broadband with
5-star rated service levels.
Their industry-leading products put them in pole position to capitalise on
the 2025 BT Landline Shutdown, a seismic shift to digital impacting 3 million small businesses.
This is an opportunity to be part of the UK's No.1 ranked Telco/VoIP provider that is disrupting the small
business telecoms industry with more than 20 industry awards won in the last 2 years. It's exciting,
fast-paced with a great opportunity to learn and build your career.

Roles & Responsibilities

Our client is seeking experienced technical team leaders to join their growing service teams. You'll be
responsible for the Broadband Provisioning team reporting to the Head of Customer Operations and
working alongside other Team Leaders.
In this role, you will lead a team of technically proficient individuals who ensure that they provision all
their broadband orders accurately and timely with all exceptions handled promptly to maximise
activations and billings.

The role will entail the following daily tasks:

  • Driving high NPS for team Ensuring team members achieving their daily KPIs and providing support.
Addressing all team issues and concerns daily Managing all aspects of provisioning:
Liaising with suppliers weekly or for escalations Ensuring that provisioning orders are within SLA Escalating failed processes or Automation to Dev Checking hardware orders and responding to suppliers Managing and escalating provisioning engineer disputes Conducting coaching, performance assessments and disciplinaries Ensure that all operational requirements and changes are communicated to
relevant stakeholders and staff

  • Handling customer escalations and NPS detractor complaints Initiating process improvements and automation projects with Dev


Required Skills & Experience You have a passion for tech and telecoms with an ability to grasp technical knowledge quickly.

You have experience working in a tech support type role and leading people

  • A proven track record working as a team lead or similar position in a technical support or
provisioning type role for 2+ years. Experience handling difficult customer situations Excellent written and verbal communication skills Ability to pay attention to detail and document work carried out Self-motivated, ability to prioritise, work on your own as well as be a great team player

Remuneration & Benefits

  • Discretionary Bonus scheme Subsidised Onsite parking Medical Insurance on Flexicare plan under Discovery. Principal member paid fully by bOnline. Free access to our Employee Wellness Programme with ICAS R R20 000 per month based on experience

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