Tower Lead - Avaya (Telecommunications)

About the role

The Tower Lead for Support & Operations plays a critical role in managing escalations, ensuring timely resolution, and delivering services in accordance with the Statement of Work (SOW). This position is key in driving operational excellence and customer satisfaction while implementing strategic initiatives that enhance service delivery and profitability.

What you'll do

• Generate Tower Level Ee & En Revenue By Leveraging Voice - Avaya Technologies And Optimizing Resource Allocation For Improved Service Delivery
• Ensure All Escalations, Crises, And Tasks Are Resolved In Compliance With Agreed Service Level Agreements (Slas) By Coordinating With Cross-Functional Teams And…
• Oversee Operational Hygiene By Validating Reports Generated Through Voice - Avaya Systems, Ensuring Accuracy In Service Delivery As Per The Sow
• Promote Customer Satisfaction By Implementing Frameworks That Enhance Service Quality And By Fostering A Culture Of Continuous Improvement Within Operations
• Implement Profit Improvement Plans (Pip) By Exploring Automation Opportunities And Driving Self-Initiated Projects That Enhance Efficiency In Support Operations

What you need

• Telecom
• Any graduate