Product & Voice Operations Support Manager - GammaLabs

A bit about us 

Gamma is a leading supplier of Unified Communications as a Service (UCaaS): we provide voice, data and mobile products and services to the UK, German, Spanish and Benelux business markets.

Gamma is expanding its UCaaS presence in Europe with a family of businesses focusing on digital automation, delivering Gamma-powered services to SME customers via a network of channel partners in Germany, Spain, and the Benelux region.

Our team work fast, with a start-up type of mindset but working within a leading European business.

Who are we looking for? 

Reporting to the Head of Product & Voice Operations, this is a hands-on, manager role that involves overseeing Gamma’s Product & Voice Operations Support & Provisioning Teams, who support the enablement (Voice Core Network) of the Gamma group Voice, UCaaS, mobile and CCaaS products. This role requires you to lead the team in managing incidents across Gamma’s Core Network in line with SLA’s and reducing handoffs to other teams.

What will you be doing day-to-day? 

• Lead, coach, and develop a team of Product & Voice Ops Support/Provisioning Engineers, fostering a culture of continuous improvement and knowledge sharing

• Set performance goals, conduct performance reviews, and provide constructive feedback to motivate and develop the team.
• Oversee day-to-day operations, ensuring efficient ticket management and adherence to quality standards.Work with the team to identify trends and opportunities for improvement in technical support processes, knowledge base development, and fault resolution times.
• Work collaboratively with other departments (e.g. Customer Operations/Success, Core Voice & Product Engineering, Product & Voice Operations, Products & Delivery teams) to ensure Product & Voice Operations Support/Provisioning Engineers have the information and resources needed to resolve customer issues effectively.
• Develop and implement training programs to equip the team with the necessary technical knowledge to resolve problems as quickly & effectively as possible.
• Be point of contact for escalations raised into the team and will be expected to assist with managing these through to resolution. The Product & Voice Ops Support Manager will also represent the team on Major Service Outage (MSO) calls and will be expected to identify and drive service improvements relating to any MSO.
• Provide input across a range of Voice products provided by Gamma and will have a high degree of technical knowledge as well as the ability to articulate in a language understood by both our Partners/Resellers and their Engineers.
• Support the Product & Voice Ops Provisioning Engineers in driving Migration Projects/Complex Provisioning programmes through to a successful conclusion
• Possess excellent interpersonal, written, oral, and analyticalskills.Be an excellent team player with a proactive mindset, with a passion for working together as a team to achieve goals

What you’ll need 

Experience and skills:

• Previous experience troubleshooting incidents in a Telco/UCaaS / applications environment.
• Previous experience of managing a team of Technical Support and/or Provisioning Engineers 
• Strong technical skills within a multi-disciplined environment 
• Ability to prioritise with minimal management intervention.
• Ability to work under pressure and in a fast moving and changeable environment.
• Must be a self-starter, proactive, highly organized, and capable of working well with individuals at all levels in the organization.
• Emotional Intelligence

• The role requires you to be highly self-motivated and work collaboratively as part of the Gamma Labs department. 

• Strong communication skills are essential as you will be expected to articulate technical problems and solutions to a wide array of stakeholders.

What do we offer? 

• 25 days PTO + bank holidays
• Your birthday off
• Private Medical Insurance
• Electric Vehicle (EV) scheme
• Pension plan
• Enhanced maternity and paternity leave
• Share-save scheme

A few things to note 

• This role will require travel to one of our office locations on a hybrid basis..
• We do not need agency support; we do all our recruitment in house.
• Unfortunately, we can't offer visa sponsorship or relocation support for this role.