Leading a high performance service desk team responsible to provide Level 1
support for all the services acquired by the customer, in order to achieve
customer satisfaction and quality targets (SLAs) while keeping operation costs
within budget.
¤ Supervision of the customer support team to ensure compliance to performance
targets (KPIs) and overall customer satisfaction.
¤ Conduct employee performance reviews in accordance with company policy.
¤ Ensure staff engagement and motivation all the time.
¤ Development of staff to ensure skills levels match both current and future
operational and customer requirements.
¤ Schedule team training; leave requests, rostering, and overall staffing
requirements.
¤ Responsibility for ensuring adherence to company policy, process &
procedures.
¤ Review of all necessary reporting to ensure the team meets operational,
Performance Measurements and customer support targets. Daily review of primary
KPI reporting.
¤ Ensure all faults/inquiries are logged and processed in the most efficient
process.
¤ Point of escalation for other entities for the implementation of the
solution to the customer problem within the defined time frames.
¤ Work to excel for customer service and to focus on customer satisfaction
¤ Implementation of the required strategies to ensure ongoing high levels of
Customer Satisfaction through regular reviews defined ownership and continuous
service improvement.
¤ Implementation of strategies and processes to ensure employee satisfaction
and motivation
¤ To provide hands on support of calls and cases if demand exceeds associate
resources available.
¤ Represent the department if required at customer meetings and service
reviews.
¤ Conduct management/staff performance reviews in accordance with company
policy.
¤ Develop interlocks between his/her team and the rest of Service Operations
teams
¤ Develop team targets.
¤ Contribute to the "Service Operation process & procedure improvements" to
increase the team's productivity and lower the number of incoming escalations
within his/her team
¤ Putting plans to ensure staff motivation and decrease attrition rate.
¤ Develop interlocks with other Incident Management teams in other MSCs.
¤ Other administrative tasks as per job requirements.
¤ Assisting staff in identifying their career path.
¤ On Call avaialabilty during OBH.
¤ Undertakes other similar or related tasks as signed by head of department.
¤ Excellent customer service skills.
¤ Outstanding Interpersonal and communication skills.
¤ Excellent time management, and organizational skills.
¤ Ability to work under pressure and deal with multiple tasks.
¤ Creativity and problem solving aptitude.
¤ Excellent decision making skills
¤ Excellent Managerial and leadership skills
¤ Presentation skills.
¤ Results oriented.
¤ Exemplary people and change management skills.
¤ Hands-on experience in Performance review, evaluation, putting development
plans, and motivating team players is preferable.
¤ Team Building Skills
¤ Conflict Resolution
¤ Ability to deal with different cultures and behaviours
¤ Decision Making techniques
¤ Delegation & Coaching skills
¤ Business & Report Writing
¤ Strong Analytical skills
¤ Interviewing Skills
¤ Excellent Problem solving and investigation capabilities
¤ Fluent in both spoken and written English
¤ Solid knowledge on the following technologies: WAN/LAN/WLAN/SD-WAN-Meraki &
Lync & Webex & Zscaler & Riverbed & Palo Alto
¤ Excellent knowledge of Orange services portfolio and IT systems
¤ Excellent knowledge of the Service Operation processes and organization
**
Customer Services & Operations
Regular
Manage and develop resources and team members to perform efficiently and effectively. Monitor and measure the KPI of the team and ensure the resolution of all incidents as per the agreed SLA with the customer Act as an escalation point in the incident management cycle Recruit team members Manage th…
Company Overview: DiDi Global Inc. is the world's leading mobility technology platform. It offers a wide range of app-based services across markets including Asia- Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as…
Job Role / Function **Customer Service** Years of Experience **Unspecified** Career Level **Manager** Gender **Unspecified** Expiry date **30 Nov 2022** Job Description * Minimum 15 years of BPO experience * Proven working experience as a Customer Service Manager for at least 6 * years. * E…
Job Title: Senior Manager Operations Job Description **Principal Duties and Responsibilities:** * Leading a team of Operational Managers to perform in all aspects of the outsource / call center environment including (but not limited to): Workforce, Quality, Hiring, HR, Training, Operational perf…
Requirements: * Excellent leadership, people management, communication and influencing skills at a senior level * Minimum Experience of 10 years working in an Outsourcing or BPO operations management * Experienced in managing large multi-site /Multi skilled contact centers * Ability to buil…
Eligibility Requirements: Basic qualifications * Bachelor's degree or equivalent. * Direct experience managing and leading an operation * Experience with performance metrics, process improvement and Lean techniques. * Excellent communicator, in fluent written and spoken English, with…
Job Title: Senior Operations Manager for Contact Center Job Description 1 Year Experience as Operations Manager is a Must Technical Support Experience is a Must * * Maintain and grow revenue of program(s); responsible for profitability including revenue, margins, billing, seat utilization a…
Company Description ** Informa PLC is a leading international events, intelligence and scholarly research group.** Our purpose is to champion the specialist. Through hundreds of powerful brands we work with businesses and professionals in specialist markets, providing the connections, intelligen…
Majid Al Futtaim invites you to join us in our quest to create great moments for everyone, everyday! We are the leading shopping mall, residential communities, retail and leisure pioneer across the Middle East, Africa and Asia, serving over 560 million visitors a year. For the past two decades, we …
At Careem we are led by a powerful purpose to simplify and improve lives in the Middle East, North Africa and Pakistan. We're pioneering the development of innovative services to aid the mobility of people, the mobility of things and the mobility of money. We're in the driving seat as we help to de…