Team Leader – Enterprise Complaints

About the role

The Team Leader Enterprise Complaints will own the end‑to‑end resolution of complex enterprise issues across network, billing and provisioning domains. This senior position acts as the primary escalation point for high‑impact incidents and works closely with cross‑functional teams to protect service levels and revenue.

Key responsibilities

• Lead resolution of enterprise complaints related to MPLS, VPN, SD‑WAN, DIA, IPLC outages, billing discrepancies and provisioning delays.
• Serve as the primary escalation point for P1/P2 incidents and coordinate actions with NOC, Field Operations, Billing and Enterprise Sales.
• Monitor and enforce contractual SLAs, track revenue leakage and prepare executive incident summaries.
• Conduct root‑cause analysis of chronic issues, recommend and implement process improvements.
• Manage the Ignite program migrations (D1/D2 launches, R2 base migration), 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

• Bachelor’s degree in Business Administration, Telecommunications, IT or related field.
• 3–5 years experience in enterprise/B2B telecom complaint management, including at least 2 years in a supervisory/team‑leader role.
• Hands‑on experience with MPLS, VPN and SD‑WAN services and B2B SLA management.
• Proven ability to manage offshore teams and strong stakeholder communication skills.
• Fluent English (written and spoken); Arabic proficiency is a plus.

Required skills

• B2B SLA management
• CRM platforms
• Data analytics tools
• Enterprise ticketing systems
• Root Cause Analysis
• MPLS
• SD‑WAN
• VPN
• Microsoft Excel
• Microsoft PowerPoint