The SDC Team Leader will be responsible for leading, mentoring, and developing a team of Senior SDCs and SDC Agents in delivering client services across specific Company products, overseeing messaging firewall rule execution, and its technical and business impact, ensuring issues are addressed in a timely manner, whilst also presenting regular reporting meetings with clients as necessary.
Responsibilities
- Oversee and support the team in maintaining high standards in the quality of work, productivity, and efficiency.
- Leading by example, motivating others by promoting a positive and collaborative working environment.
- Conduct regular check-ins, mentoring sessions, and performance evaluations to support team members performance, professional development, and career growth.
- Act as the first point of contact for the team in addressing and resolving customer queries.
- Ensure clear and consistent communication of Company updates, team goals, and performance expectations, and facilitate regular team meeting to review progress, challenges and feedback.
- Report and escalate incidents to the Managed Services Manager and/or relevant support teams, and follow up to ensure timely resolution
- Work with the management team to identify and implement process improvements and operational efficiencies.
- Monitor client monetisation traffic, identify relevant trends or issues, and provide feedback as required.
- Perform ad-hoc operational and administrative duties as assigned by the Managed Services Manager and/or client.
Requirements
- Must have at least two (2) years working experience leading a team.
- Strong communication, leadership and mentoring skills.
- Experience in service delivery, reporting, and driving process improvements.
- Strong proficiency in MS Teams, MS Outlook, and advanced MS Excel, with basic knowledge of Regular Expressions and SQL.
- Excellent English proficiency(both written and verbal) is mandatory, with a proven ability to articulate complex ideas persuasively across executive presentations, technical reports, and high-level business communication
- Strong analytical, troubleshooting, and problem-solving skills.
- Ability to multitask, prioritise, work independently, and be pro-active.
- Ability to collaborate effectively within and across teams.
- Adaptable and eager to learn new technologies.
- Knowledge of the telecommunications industry is considered an asset.
This role requires flexibility to work a 24/7 rotating schedule, including nights, weekends, and public holidays.
Benefits
- Flexible working arrangements.
- Private Health Insurance.
- Employee wellbeing allowance (upon completion of probation).
- Team building and company events.
