TES Italy Team Leader (_VOIS)
Cairo, EgyptPosted 3 years ago1 open position
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
