3 days ago Be among the first 25 applicants Direct message the job poster from Unkown Destination Contract for 12 months with the possibility of extension. 5+ years of experience in telecom operations, customer service delivery, or technical support. We are looking for a driven and experienced Telecom Operations Manager to serve as a Customer Success Champion (Boots on the Ground - BOG), playing a key leadership role in identifying, resolving, and managing technical and operational issues at the ground level within our Partner Support Operations (PSO). This role requires a deep understanding of telecom operations, real-time technical troubleshooting, team management, and stakeholder coordination. You will be the link between frontline support agents and backend L2 (Customer Success Enablers), ensuring high productivity, service quality, and customer satisfaction. Key Responsibilities: Identify and address on-ground technical issues faced by PSO agents (e.g., basic desktop/thin client troubleshooting, session reinitialization, system resource management). Provide instant technical assistance and guide agents toward faster issue resolution. Route unresolved or complex technical issues to L2 teams while ensuring proper documentation and timely follow-up. Understand common telecom operational issues and proactively guide agents toward self-resolution using available tools (e.g., Info Manager). Train agents on known issues, recurring problems, and the effective use of self-help and knowledge base systems. Capture insights and contribute to the continuous improvement of telecom workflows and support documentation. Act as a key liaison between onshore/offshore teams (technical and business stakeholders) and the PSO. Align with governance protocols while escalating or collaborating on issue resolution. Provide feedback to internal teams for systemic process improvements and technical enhancements. Lead and retain a high-performing support team, ensuring motivation and engagement through coaching, mentoring, and career development. Implement performance management strategies including regular 1:1s, appraisals, feedback, and team reviews. Define clear Key Result Areas (KRAs) for team leaders and agents, aligning with business goals. Operational Control & SLA Management Ensure adherence to login hours, leave policies, and operational compliance across your span of control. Monitor team performance metrics and implement corrective actions where needed to meet SLAs and service targets. Drive operational efficiency and profitability while maintaining high standards of service quality. Qualifications: Bachelor’s degree in Telecommunications, IT, Engineering, or a related field. 5+ years of experience in telecom operations, customer service delivery, or technical support. Strong troubleshooting knowledge in telecom infrastructure and desktop environments. Proven leadership experience in managing teams within a support or contact center environment. Excellent interpersonal, communication, and coordination skills. Telecom Operations & Technical Support Customer Experience Management Team Leadership & Performance Coaching SLA & KPI Monitoring Stakeholder & Cross-Functional Collaboration Process Improvement & Knowledge Management Seniority level Seniority level Mid-Senior level Employment type Employment type Contract Job function Job function Management and Manufacturing Referrals increase your chances of interviewing at Unkown Destination by 2x Sign in to set job alerts for “Operations Manager” roles. 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