Team Leader - ITSA at HeroTel

Key Performance Areas would include, but are not limited to:

• Supply FTTH allocations to Installers.
• Escalate any FTTH allocation issues and follow up until resolved.
• Maintain all FTTH allocation records into the applicable systems.
• Provide Wireless and Fibre installation data to Installers.
• Do wireless planning for each applicable installation.
• Approve installations according to signal specifications.
• Evaluate photos sent by Technicians from site for quality and advise accordingly.
• Work closely with QC Agent to ensure quality control processes are standardized and followed.
• Assist the Installers and Technicians with advanced troubleshooting where problems occur.
• Ensure “Right first time” activities.
• Assist the Installers and Technicians with advanced setups in the field during the install.
• Identify and report training needs in the Field Operations and ITSA team.
• Arrange training sessions as instructed by the ITSA manager.
• Escalate queries and concerns relating to a specific department to his/her functional manager.
• Advising sales in quotations for large complex installations
• Ensure all activities is done according to the SOP.
• Participate in the daily Level-1 MOS meeting.
• Execute daily assigned activities to fulfil Operational plans.
• Report daily on personal activity performance and participate in problem solving triggers.
• Actively discuss activity and process improvements in MOS meetings.
• Uphold partnership agreements with customer and/or supplier teams.
• Submit to team and business leadership by following Policies, SOPs and OPLs.
• Lead MOS meetings as directed by the relevant Functional Manager.
• Coach, lead and guide team members and assist with decision making.

Key Outputs:

• Execute activities as planned with an urgency to exceed expectations.
• Ensure that work quality is maintained at all times and in line with expectations.
• Complete all administration required timely.
• Maintain, respect and care for tools issued.
• Ensure the business values and culture is practiced by the team.
• Provide oversight of the team as directed by the Functional Manager and provide feedback.

The successful candidate must have the following experience/skills:

Experience:

• Minimum of 2 years’ work experience in a Field Services department.