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TES Italy Team Leader (_VOIS)

VOIS Egypt
Cairo, Egypt
Posted 3 years ago
1 open position
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Job Details

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Job Description

Role purpose: Lead Italy Corporate Fixed Deployment Team. The Team is responsible for deploying fixed solutions (Data & Voice/VoIP) Fixed Network Services (DSL/IPVPN and INET)

Key accountabilities and decision ownership:

  • 1st level of Managerial and Technical Escalations for all service factory tasks.
  • Set Performance Goals, Conduct Performance Reviews and Evaluations with regular feedback for the team in accordance with the company policy and alignment with second manager layer.
  • Daily Work Distribution of Task / Service Orders among team members with proper planning of the capacity versus actual and forecast.
  • Floor Support: Support team members especially new ones with unusual cases to reduce tasks AHT
  • Resources Leave Planning: Approve / Reject team members' leave requests based on team capacity and Ensure at least 80% of teams are available daily.
  • New Resources Onboarding and Training: Ensure new hires have all their users, tools access and HW requested.
  • Besides preparing them an onboarding plan and making sure it is delivered properly.
  • Quality & Coaching: Coach resources on any wrong procedure or behavior either detected by TL or reported by Task Control/E2E responsible
  • Monthly Score Cards: Define a monthly KPI for team members and ensure they are met in accordance to the team general KPI.
  • TL can request reports from RTM team if needed.
  • Ongoing Tasks Daily Monitoring and Weekly Reporting with Analysis

Key performance indicators:

  • Quality of solutions and services designed/implemented measured by fulfilling customer/business requirements and the reliability, usability of solutions and services when turning to live
  • Meeting delivery timelines while providing excellent communication and regular reporting to management and stakeholders about status and progress throughout delivery.
  • Customers' satisfaction measured by partners and customers regular satisfaction survey get NPS score 9/10.

Job Requirements

Core competencies, knowledge and experience:

  • 3-5 years of experience in Fixed Network Operations and Order Management
  • Leadership Proven Skills
  • Strong knowledge of Corporate Fixed Solutions (Vodafone Italy Solutions is a must)
  • Fluency in Italian Language (C1 is a must)
  • Strong Analytical skills, troubleshooting skills and reporting capabilities

Must have technical/professional qualifications:

  • Bachelor's degree, Preferred in Computer /telecommunications engineering.
  • CCNA certification is a Plus with good technical knowledge of WAN Access Technology (xDSL, NEBA, FTTH, 3G, HFC, EFM)
  • C1 Italian Written and Oral

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JobsOperations/ManagementTES Italy Team Leader (_VOIS)