Job Description: Telco Team Leader

The Telco Team Leader is responsible for overseeing a team within the telecommunications department, ensuring efficient operations, high-quality customer service, and achievement of performance targets. The role involves monitoring daily activities, coaching team members, coordinating with management, and ensuring compliance with company policies and industry standards.

Key Responsibilities

• Lead, supervise, and motivate the telecom operations/support team to meet daily, weekly, and monthly targets.
• Monitor team performance, provide feedback, and conduct regular evaluations.
• Develop work schedules and assign tasks to ensure smooth operations.
• Act as a point of escalation for complex customer or technical issues, ensuring timely resolution.
• Support and guide team members in handling escalations, troubleshooting, and problem resolution.
• Ensure compliance with company policies, telco regulations, and safety standards.
• Provide training, mentoring, and coaching to improve team skills and performance.
• Prepare and submit daily/weekly/monthly performance and productivity reports to management.
• Collaborate with other departments to improve processes, systems, and customer satisfaction.
• Identify areas for operational improvement and recommend solutions.

Qualifications

• Bachelor’s degree in Telecommunications, Information Technology, Business Administration, or related field (preferred).
• At least 2–3 years of experience in the telecommunications industry, with proven leadership or supervisory experience.
• Strong knowledge of telco operations, products, and customer service standards.
• Excellent leadership, communication, and interpersonal skills.
• Strong problem-solving, decision-making, and analytical abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficient in MS Office and telecom-related systems/software.

Core Competencies

• Leadership and People Management
• Customer Focus
• Technical Knowledge (Telecom Operations/Support)
• Communication and Collaboration
• Results Orientation
• Coaching and Mentoring