Job Title: Telecom Operations Manager

Status: Full Time Permanent

Report to: General Manager

Purpose & Scope:

Responsible for maintaining all the field rules and policies, evaluating performance of field contractors, responding to on-call tasks and responsibilities, handling the needs and concerns of every staff member and provide support to those under their supervision. You deploy active listening skills to identify the root cause of issues and work with customers to find the best solution.

Key Responsibilities:

• Oversee the day to day operations
• Advanced knowledge and experience with all aspects of installation, implementations, sales, and service of telephony services
• Complete Service Orders in company operations software
• Supervise technicians and provide support where needed to ensure job completion and customer satisfaction
• Perform cabling installation and/or repair work
• Customer complaint and problem resolution
• Equipment installation support
• Keep up to date on new technologies to maintain competitive edge
• Organize, negotiate and manage all contractors
• Job Costing, efficiency management, and quantitative evaluation
• Oversee National Account Partners
• Provide management with your best advice
• Other duties as assigned

Qualifications

• Valid BC Driver’s license required
• 5+ years’ of TDM and VOIP Technologies (installations and implementations)
• 5+ years working in a Telephony Operations capacity
• 5+ years managing a group of 10 or more employees
• 2+ years’ experience as a Tier 1 or Tier 2 Technician
• Understand Telephony quoting, installations and implementations
• Experience in programming and troubleshooting telephony operations
• Strong interpersonal skills including written and verbal
• Strong Leadership skills
• Ability to problem solve and provide solutions

Core Competencies:

• Effective written and spoken communication skills (i.e., Active Listening skills)
• Attention to detail
• Self-motivated with the ability to work alone and with a team
• Interest/passionate working in the Technology sector
• Critical thinking skills
• Highly Organized
• Solutions Oriented
• Ability to think outside the box
• Continuous learning and growth mindset

Perks of the role:

• Work for a high growth organization with plenty of room to grow with the company
• Competitive wages
• Work is based out of the office, however there is some flexibility to work from home
• Local travel to customer sites
• Paid time off (Vacation, sick, personal days, etc.)
• Financial support for continuous education
• Casual Dress code