Migration Team Leader

SUMMARY:
About the Role:
We’re looking for a hands-on Migration Team Leader with a strong telecommunications background to join our team. You will lead and develop a team of call centre agents focused on migration activities, customer service, and performance excellence. This is an exciting opportunity to combine leadership, technical understanding, and people management within a fast-paced telecoms environment

POSITION INFO:

What You’ll Do:

• Lead, coach, and develop a team of call centre agents.
• Monitor and drive key KPIs (SLA, AHT, quality, productivity, migrations).
• Handle escalations and provide agents with product knowledge and customer solutions.
• Prepare and present performance reports and updates to management.
• Ensure full compliance with processes, policies, and service standards.
• Collaborate with management, HR, and clients to align with business objectives.
• Oversee network/system migration activities, ensuring minimal downtime and service impact.

What We’re Looking For:

• Minimum 2 years of call centre experience — ideally within Telecommunications or Next Generation Networks.
  
  • A mix of sales and customer service experience in a technical field will also be considered.
• Strong people management, coaching, and conflict resolution skills.
• Excellent reporting, presentation, and analytical ability.
• Proficiency in MS Office (Excel, PowerPoint, Teams) and SharePoint.
• Experience managing migration or technical transition projects.