Service Delivery Supervisor (Indonesia)

HAUD Systems creates unique and intuitive solutions which provide Mobile Network Operators with reliable control over their networks, resulting in increased profitability through the generation of revenues from A2P traffic, enhanced network security, SMS fraud/spam and increased subscriber loyalty. HAUD Systems is an associate member of the GSMA and a subsidiary of Trillian Group.

Responsible for the assigned team, the Service Delivery Supervisor will be tasked with ensure proper monitoring control and reporting of HAUD’s customers’ traffic. The main purpose of the 24/7 Service Delivery Team is to ensure effectiveness in the solutions and services provided by HAUD and deliver on promised targets and SLAs.

The candidate will benefit from company provided training usually held in its offices in Europe and/or Asia. Such training could be system specific as well as personal development training on technologies as required by the company.

Role and Responsibilities

• Coach regularly to develop the team’s individuals to their fullest potential
• Work with the management team to identify and deliver positive change and business efficiencies
• Ensure proper documentation, notification, escalation, tracking and follow up of all incidents
• Manage day-to-day OPS activities toward achieving SLA
• Manage a team and provide overall leadership for Service Delivery Agents on their overall performance (Quality, Productivity and Efficiency) and ensure that service delivery targets are met
• Generate or compile reports Daily, Weekly, Monthly performance for client
• Handle any ad-hoc task / other daily operational and administrative duties as assigned by Ops Manager and/or client
• Proactively provide feedback and findings from analysing data
• Hands-on monitoring and analysis of messaging traffic and rule implementation
• Managing the roster and work schedule of each agent
• Working closely with clients, support team and managerial staff as required to resolve requests/issues in a timely manner
• 1st level to respond to calls/emails/other communication channels and provide resolution to customer queries
• Handle escalated manager's call/case

Requirements

• Be computer literate with very good knowledge of MS applications, particularly MS Excel
• Proficiency in English
• Able to perform shift work duties 24x7 Mon to Sun and PH and field work whenever necessary
• Degree will be considered as an asset
• Willing to learn new technologies and easily adapt to change
• Have strong analytical, technical trouble shooting and problem-solving skills
• Experience in service delivery management and reports generation
• Minimum 2 years of Team Management experience, with coaching and good communication skills
• Able to drive process efficiency to improve the efficiency of the service team
• Ability to multi-task, use initiative and prioritise
• Knowledge of the telecommunication industry will be considered an asset

Benefits

• Staff recognition and career growth
• Shift working model (Jakarta)
• Wellbeing Allowance
• International and multi-cultural working environment
• Annual Performance Bonus (based on company and individual KPIs)
• Travel Allowance
• Learning and Development Programme
• Private Medical Insurance (family)

About Us:

For most Mobile Network Operators, SMS A2P is a sleeping giant. Total addressable revenue is stagnant - coming from either fixed price wholesale, or traffic eroding price hikes. HAUD’s complete Messaging Revenue Platform is an industry game-changer allowing MNOs to break free of traditional growth constraints and create attractive revenue strategies which can be enforced through our award-winning SMS firewall and billed via automation.

What is it like to work here:

We are a hyper-growth, global organisation with innovation, diversity and inclusion at the heart of everything we do. We know work makes up a massive part of our lives, that’s why our flexible working model ensures that our teams have a healthy work/life balance. We invest in our employees to grow within the business and to continue to develop themselves through our learning and development programmes, providing room for internal promotion and longevity.