Customer Care Technical Support Supervisor

JOB PURPOSE:

Lead the Technical Support First Line Advisors team into performing their operational duties of handling customers’ technical complaints/requests directed to them through inbound calls for DSL Med and Core customer’s and Escalate global incidents and problems that impact Etisalat Fixed Lines, ADSL/VDSL throughout all customer journey (fulfilment, support and retention if necessary).

KEY ACCOUNTABILITIES:

• Leading the call center team to maintain targeted SLA for Med and Core queues through management of day-to-day operation activities.
• Planning staff schedules in cooperation with WFM, in accordance with forecasted workloads to meet the required SL and Accessibility targets daily.
• Designing and measuring all individual KPI’s for all employees that report to him. The KPI’s are then measured and shared with staff and management to assure the proper operation metrics are achieved by all staff.
• Maintaining Etisalat competitive edge in the market among competitors in terms of Internet services customer experience and technical support, which is measured via different reports like TRIM, NPS, NTRA reports, etc.
• Contributing to transform operations into automation and digitization by planning the areas that are more likely to employ automation technologies and contribute in the implementation of these technologies into operation to integrate various digital platforms and robotic software into TS operations.
• Filtering, testing and interviewing all internal and external candidates for vacant technical support positions either in staff or outsourcing employees hired for Etisalat TS CC by our vendors.
• Boosting and maintaining the staff engagement levels and their Etisalat loyalty. This is done via different activities and support actions to staff to address all their concerns and aspirations from Etisalat as a caring workplace.
• Identifying, diagnosing and escalating all global and chronic network, system and process issues that impact Etisalat fixed and internet customers and coordinate and own their resolution with concerned teams in technical, IT and commercial departments.
• Handling internal investigations in suspected errors, process violations or operational failures that impact customers or business.
• Auditing how his team perform their duties in supporting customers and cross-checks their business and customer handling with Etisalat customer care required quality standards and coaches team members accordingly in case of any deviation from required standards
• Maintaining close observation on all KPI’s of products being supported by technical support areas (Fixed Lines, VDSL, etc.) which include activation rates, customer base, contact rate, complaint rate and churn rate to make sure that technical support operations are adapting to the rapid changes in product base behaviors in order to meet needed business and customer expectations.