Telecom Operation Senior Manager
Maadi, Cairo
Telecom Operation Senior Manager
Maadi, CairoPosted 2 months ago97Applicants for1 open position
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- 0In Consideration
- 1Not Selected
Job Details
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Job Description
- Plans, organizes, implements and controls enhancements in Complaint operations to ensure best in class complaints resolution are delivered with maximum staff Efficiency.
- Manages overall complaints section activities to ensure complaints resolution and customers’ information are accurately attended and exceeding customers’ satisfaction.
- Provides continuous guidance and support to operational teams and subordinates in carrying out the assigned activities.
- To manage the day–to-day planning, operation and problem solving of a team of account managers to meet with the required service level components, standards and closure Targets.
- Support Coordination of activities in support Section to ensure that all approved procedures, practices and internal controls are strictly adhered to in respect of monitoring conducting Etisalat roles and polices.
- Monitors, reviews and reports counter operation activities, and insure that all process and
action run smoothly. - Provides comprehensive professional and administrative support to subordinates.
- To develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication conduit between Frontlines and Management.
- People Management, including all HR related issues, as well as staff development.
- To work efficiently towards achieving the SLA based on the project requirement and meets the specified quality standards.
- Training and development of staff. Motivation, leadership for a team of CSR’s and developing pipeline for team’s growth in the future.
- To contribute effectively towards complaint closure strategy and suggest alternative solutions for productivity enhancement.
Job Requirements
- Applicants Minimum have 7 Years in Operations Management
- BPO Experience is a Plus
- Excellent in English spoken and written
- Proficient in the use of MS office – word, excel and outlook.
- Agility, speed of response, positive engagement in challenges, change and innovation
- collection Experience is a must for internal and external candidates
- Efficient communication skills
- Ability to lead Achieve assigned Metrics target
