Team Leader Enterprise Complaints

About the role

The Team Leader Enterprise Complaints will own the end‑to‑end handling of complex enterprise complaints for telecom services. This senior position works closely with technical, billing and sales teams to ensure swift resolution and protect revenue.

Key responsibilities

• Lead resolution of enterprise complaints related to network outages, performance issues, billing discrepancies, activation delays and chronic faults across MPLS, DIA, VPN, IPLC and SD‑WAN services.
• Act as primary escalation point for priority (P1/P2) incidents and coordinate with NOC, Field Operations, Provisioning, Billing and Enterprise Sales.
• Monitor and enforce SLA compliance, track revenue leakage and prepare executive summaries for senior management.
• Conduct root‑cause analysis, identify process gaps and drive improvements in network, provisioning and billing workflows.
• Manage the Ignite program, oversee customer migrations, lead UAT and quality assurance, and train over 400 agents on new systems.
• Ensure compliance with TRA/TDRA regulations, support audit readiness and maintain accurate case documentation in CRM and ticketing systems.

Required profile

• Proven experience handling enterprise‑level telecom complaints and escalations.
• Strong knowledge of MPLS, DIA, VPN, IPLC and SD‑WAN services.
• Ability to coordinate cross‑functional teams (NOC, Field Ops, Provisioning, Billing, Sales).
• Experience with SLA governance, revenue protection and audit compliance.
• Track record of leading root‑cause analysis and process‑improvement initiatives.
• Experience training and mentoring large agent teams.

Required skills

• MPLS
• DIA
• VPN
• IPLC
• SD‑WAN
• CRM systems
• Ticketing systems
• User Acceptance Testing (UAT)
• Quality Assurance (QA)

What we offer

• Opportunity to lead critical enterprise initiatives in a fast‑growing telecom environment.
• Exposure to cutting‑edge network technologies and large‑scale migration projects.
• Professional development and leadership training.