Roles and Responsibilities:
* Share experience and knowledge within the team by providing day-to-day guidance and
coaching
* Act as the level 1 escalation point for the team
* Responsible with the management to monitor team performance in technical and non�technical aspects throughout the half
* Perform regular analysis of the team's work through daily reviews in preparation of the team's
monthly scorecards to be delivered by the 15th of the following month
* Ensure that the team's work is managed with the appropriate priority and that the load is
rightly distributed among team members on duty
* Owns complex issues in the team and lead improvement plans accordingly
* Lead the technical knowledge and skills enhancement & training plans with the support of the
team seniors
* Engage in crisis management activities and post crisis reviews when needed
* Responsible for leading the newcomers induction through the induction program with the
involvement of other team members
* Responsible for the team's knowledge management and its regular update
* Responsible for new customers and new services/offers handover to operation along with the
seniors within the team
* Create, validate and update documents created to support the team
* Attend regular meetings with team members, management and other team stakeholders
when needed
* Represent the service desk in regular service reviews with the account team and customer
contacts
* Perform regular analysis on the team KPIs, communicate them to team members and initiate
ways to improve them
* Prepare the roster of the team and perform changes during the month
* Undertake tasks assigned by management
Qualifications:
* Bachelor Degree in telecommunication engineering or computer science
* Fluent in English
* Solid knowledge on the technologies supported by the team
* Solid knowledge of the ITIL framework and incident management procedures specifically
within OBS
* Minimum of 1 year related work experience in customer technical support or similar
organizations within telecom or IT industr
Excellent communication, interpersonal, organizational and presentation skills
* Good leadership and conflict resolution skills
* Good consulting, coaching and problem solving skills
* Ability to demonstrate emotional intelligence and communicate effectively to team members
* Able to work efficiently and independently to meet deadlines
* Able to understand complex customer infrastructure and has a good understanding of
services offered
* Ability to work under pressure and deal with multiple tasks
Customer Services & Operations
Regular
Company Description ** Education Development Center (EDC)** is a global nonprofit that advances lasting solutions to improve education, promote health, and expand economic opportunity, with a focus on vulnerable and under-served populations. Since 1958, we have been a leader in designing, implem…
Job Description & Specification: **Job Summary** The Operations Manager is the senior manager and highest level of escalation in Egypt in relation to Operations, Sales and Administrative Functions. The position will be reporting directly to the Offshore Site Head. He / She is responsible for ens…
Job Role / Function **Customer Service** Years of Experience **Unspecified** Career Level **Manager** Gender **Unspecified** Expiry date **30 Nov 2022** Job Description * Minimum 10 years of BPO experience * Proven working experience as a Customer Service Manager for at least 4 * years. * E…
## **About the role** * Share experience and knowledge within the team by providing day-to-day guidance and coaching * Act as the level 1 escalation point for the team * Responsible with the management to monitor team performance in technical and non�technical aspects throughout the half …
Job Role / Function **Operations/Expansion** Manage others **Yes** Vacancies **1** Years of Experience **10 - 15** Career Level **Manager** Degree **Bachelor** Gender **Unspecified** Age **Min: 40 - Max: 50** Employment Type **Full time** Expiry date **02 Dec 2022** Job Description * Job Summary …
Job Role / Function **Customer Service** Years of Experience **Unspecified** Career Level **Manager** Gender **Unspecified** Expiry date **22 Feb 2023** Job Description * Minimum 10 years of BPO experience * Proven working experience as a Customer Service Manager for at least 4 * years. …
* The candidate should have +7 yrs of experience in logistics or operation field with a knowledge & understanding of finance, Vendor management and logistics operations. * He/she should have a team handling experience of +5 employees. * Business & channel development experience is desired. *…
### **Job Information** Number of Positions **1** **** Business Line **Mobility Services** **** Function **Operations** **** City **Cairo** **** State/Province **Cairo** **** Country **Egypt** **** Zip/Postal Code **11311** **** ### **Job Description** * Set the objectives and provide clear guide…
Operations Manager The Operations Manager is responsible for the effective operational management of the hotel so Heads of Department achieve and exceed their revenue and Guest satisfaction targets. **What will I be doing?** As an operations Manager, you will be responsible for the effective operat…
Ensure the quality of operations and customer service, and expand the company's footprint and strengthen their reputation. * Bachelor's degree * 3- 5 years of experience * Proven ability to manage budgets in a similar role. * Strong ethical leadership abilities. * Excellent written…