Fixed Service Operations Team Leader

Fixed Services Operations Team Leader

CETIN Bulgaria delivers high-quality telecommunications infrastructure services in Bulgaria, ensuring reliable connectivity with a commitment to excellence We provide an enjoyable customer journey and great performance by pushing sustainable technological development and anticipating customers' demands, based on our cutting-edge communications infrastructure, highly skilled team of more than 300 professionals, and our customer-driven strategy.

CETIN Bulgaria is a member of CETIN International - a leading wholesale provider of active and passive telecommunications infrastructure services in Central and Eastern Europe.

We work with highly skilled, highly motivated, world-class experts.

Join CETIN and be part of this team!

ROLE OVERVIEW:

The Fixed Services Operations Team Leader leads and coordinates a team of Front Line Service Operations Specialists and Fixed Wireless Access Technicians, ensuring efficient frontline support operations for Fixed Access services.

The role combines people leadership with operational oversight, focusing on phone‑based customer support, ticket and complaint management, technician scheduling, and on‑call operational support. The position is key for ensuring service continuity, KPI achievement, and continuous process improvement.

RESPONSIBILITIES:

• Lead, coach, and develop a team of Front Line Service Operations Specialists
• Allocate workload, set priorities, and ensure balanced shift and on‑call coverage
• Monitor individual and team performance against defined KPIs
• Conduct regular performance reviews, feedback sessions, and development planning
• Ensure high‑quality phone‑based technical support and professional customer communication
• Support complex or escalated customer cases and service incidents
• Oversee registration, tracking, and resolution of tickets and complaints
• Coordinate daily schedules and priorities for field technicians
• Act as escalation point during on‑call shifts and major incidents
• Analyze recurring issues and drive continuous improvement initiatives
• Ensure compliance with internal procedures, SLAs, and Health & Safety policies

REQUIREMENTS:

Education:

• University degree in Engineering, Electronics, Computer Sciences, Informatics, or a related technical field
  
  

Professional Experience:

• Experience in telecommunications or IT operations
• Strong understanding of frontline service operations and incident management
• Experience with ticketing, service management, and workforce management systems
• Previous experience in team coordination or people management is a strong advantage
  
  

Skills & Competencies:

• Strong people leadership and coaching skills
• Excellent organizational and prioritization abilities
• Clear, professional communication style
• Analytical mindset with focus on KPIs and continuous improvement
• Working level of English (spoken and written)
• Reliability and readiness for on‑call escalation duties

• Good communication and presentation skills
• Ability to drive activities in a collaborative manner
• Curious, willing to make a difference and eager to challenge the status quo

OUR OFFER:

• Positive workplace culture where you would receive all the support you need from your peers and managers in order to achieve your personal and team goals
• Preferential prices for mobile devices and accessories
• Unlimited mobile services and mobile internet
• Flexible working hours
• Monthly food vouchers
• Transportation allowance
• Additional health insurance
• Up to 25 days paid leave

Only short-listed candidates will be contacted. All applications will be treated in strict confidentiality and in compliance with applicable law regarding personal data protection.