AT&T ISA/CMC Team Leader in Brno, Czech Republic
We are looking for someone that takes charge, leads by example and is eager to learn and work in team to get the results set by management.
Plans/approves vacations, shifts, on-calls, reports to management. Supervisor of projects and transfers, mentoring, education for newcomers.
As Team Leader, you also help where needed, complicated tickets, escalation, drive every customer issue till resolution, in team or alone.
Roles and Responsibilities:
∙ Experience of customer service ideally gained in a customer or supplier facing environment
∙ Affinity / relevant experience with telecoms environment
∙ English proficiency in both verbal & written form
∙ Direct customer and account team interface providing day to day network support
∙ Manage initial trouble investigation, isolation and steady state recovery
∙ Background in maintenance within the Network arena
∙ Must be able to communicate effectively with the team, corporate customers of different technical expertise and all levels of management
∙ Professionalism at all times, assertiveness and accountability, good timekeeping, flexibility
∙ Ability to work well under pressure, set priorities and comfortable making decisions
∙ Drive, enthusiasm, initiative, commitment and self-motivation, respect for colleagues, desire to learn
Key Competencies and Skills:
∙ Soft skills include communication, accountability, assertiveness, ability to work under pressure, problem solving, multitask, interaction with others and time management to name just few.
∙ Good problem solving skills / Logical and analytical reasoning / Co-ordination skills
∙ Perfect negotiation skills, including conflict resolution
∙ Drive, enthusiasm, initiative, commitment and self-motivation
∙ Resourcefulness and flexibility
∙ Ability to work well in a team and as an individual when required
∙ Interface effectively with all levels of management both internally and externally
Education and Qualifications:
• Skill expectations 1+ years’ experience of the networking services
• CCNA certification or knowledge - Candidates with no CCNA will only be considered when able to demonstrate relevant Network Operations Centre experience