Job Details
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Job Description
- Leading & managing technical support agents/team
- Ensure agents adhere to schedules and minimize absenteeism of agents
- Give technical assistance to agents from his/her team and from other teams if required.
- Identify process/team level risk and escalate the same on a timely basis to ensure early and appropriate mitigation
- monitoring and check the team's performance and ensure it is consistent with the overall objectives and timelines
- Ensure adherence to laid down operational metrics and determined SLAs to achieve a high level of client & end-user satisfaction
- Respond effectively to escalate transactions, customer complaints, and report escalations.
- Continuously monitor, analyze agent related metrics, and provide actions for improvements.
- Enhance self-process knowledge of handling transactions (calls/emails/cases)
- Introduce or suggest process improvements by using knowledge and experience
Job Requirements
- Call Center experience is a must
- Technical call center experience (technical queues) is preferred
- Excellent leadership skills
- Strategic thinking
- Excellent interpersonal skills
- Very good command of Arabic and English
- Graduates from computer science & telecommunication engineering are preferred
- The maximum age is 34
- Males & females
