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Telecommunications Operations Ma...

Etisalat Egypt
Maadi, Cairo

Telecommunications Operations Manager

Maadi, CairoPosted 15 days ago
94Applicants for1 open position
  • 1Viewed
  • 0In Consideration
  • 0Not Selected

Job Details

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Job Description

 

  • Manage the Inbound Voice & Non-Voice, BO & Complaints, Social Medial, E-mails and Fraud operation channels towards achieving the required targets.
  • Support and advise Account Managers including regular coaching & feedback sessions
  • Analyze Operation Channels daily reporting to ensure corrective actions taken to meet targets 
  • Ensure ongoing appropriate client management and satisfaction.
  • Working closely with all stakeholders to deliver key strategic objectives.
  • Ensure the availability of appropriate level of resource to achieve planned targets
  • Ensure efficient use of resources across areas of responsibility
  • Lead, motivate and develop the team towards a high standard of achievement and efficiency
  • Co-ordinate training, coaching and mentoring requirements for staff
  • Review regularly and ensure induction training in the best form and it is aligned with current strategic targets and operational updates.
  • Monitor Account Managers & TLs’ schedule adherence & ensure it is within target
  • Carry out quality and performance monitoring and take remedial action when necessary
  • Follow up on the account Level key strategic targets and KPIs
  • Ensure that all Quality points done to avoid complaints
  • Follow up with client in all updates and needed information
  • Align monthly targets for the Account and set proper plans to ensure achieving them.
  • Manage the available resources properly towards achieving the account invoices and all strategic KPIs to avoid any revenue loss due to any penalties that might occur.

 

Job Requirements

  • Bachelor’s degree from an accredited university or college
  • 7 years experience in Customer Care Operations with 4 years at least leading and managing teams.
  • FinTech experience is preferable
  • Multitasked caliber and ability to manage frequent milestones and targets in the same time
  • High-level written and verbal communication skills
  • Strong analytical thinking skills
  • Strong Planning and ability to work under pressure to achieve the account results
  • Excellent communication skills
  • Advanced level managing MS office (Excel, PowerPoint .. etc.)
  • Good knowledge of data cleaning and Excel Power Query
  • Excellent in English spoken and written
  • Agility, speed of response, positive engagement in challenges, change and innovation

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