Responsibilities
- Guide and support the Number Operations team through goal setting, regular individual meetings, and promoting ownership and growth.
- Oversee team workload and ticket queue performance, ensuring balanced distribution and consistent adherence to service level agreements.
- Establish, monitor, and report on key operational metrics such as porting success, provisioning speed, and SLA compliance to senior stakeholders.
- Discover and implement process enhancements that improve efficiency, lower errors, and support scalability as the business enters new regions.
- Handle a share of daily support tickets, including number setup, number transfers, inventory tracking, and related internal or customer inquiries.
- Assist team members with complex tickets requiring advanced knowledge or decision-making, while staying informed on queue status daily.
- Ensure all activities follow regional telecom laws, number portability policies, and carrier documentation rules in major operating markets.
- Work closely with the Technical Lead to manage escalated issues, system bugs, and training needs, ensuring operational insights reach product and engineering teams.
- Interact with carrier and vendor partners at a strategic level to aid commercial talks and resolve high-priority issues beyond routine technical exchanges.
- Coordinate with product and engineering units to contribute operational perspectives on tooling upgrades, automation potential, and market expansion planning.
